Service Desk Lead

RiVidium is seeking a Service Desk Lead to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports IT Cybersecurity and Data Operations - Core Operations and helps deliver mission-focused outcomes for service members families and related stakeholders. Executes PWS C.5.3.5 helpdesk operations; provides Tier I/II support ticket escalation and service-level compliance monitoring. This position is contingent upon contract award.

Key Responsibilities

• Lead a service desk shift or function supporting 24/7/365 user support operations.
• Monitor ticket routing response times escalations and service-level performance.
• Coach analysts maintain execution discipline and ensure continuity across handoffs.
• Contribute to support reporting issue trends and process improvement actions.

Basic Qualifications

• Bachelors degree in a relevant discipline or equivalent professional experience.
• Experience supporting operational or technical environments with shift-based or on-call expectations.
• Ability to satisfy applicable Government personnel security requirements for the assigned role. For IT and cybersecurity workforce positions applicable DoD 8140 training and certification requirements will apply upon award.
• Strong communication teamwork and documentation skills in a mission-focused delivery environment.

Preferred Qualifications

• Experience supporting 24/7/365 operations ticketing workflows knowledge bases and customer support metrics.
• Ability to troubleshoot across applications accounts and infrastructure while maintaining service continuity.
• Experience supporting account lifecycle actions outage communications and operational SOPs.

Work Setting

This role is expected to support work in the Alexandria Virginia area with on-site support at the DoD Mark Center or other customer-approved locations as required. Expected schedule includes 24/7/365 shift support including nights weekends and holidays as required.