Help Desk Manager

RIVA Solutions is hiring a Help Desk Manager to lead the full lifecycle of service desk operations supporting the Office of Inspector General (OIG) within the Department of Commerce. This pivotal role is responsible for the management and oversight of Tier 1 and Tier 2 IT support, asset inventory coordination, and end-user technology services across multiple locations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Minimum of 5 years of progressive experience managing IT service desk operations, including federal environments.
• Demonstrated success managing support for geographically dispersed teams in a high-volume, SLA-driven environment.
• Proficiency in Microsoft 365 suite, service management systems (e.g., Jira, ServiceNow), and asset management tools.
• Excellent interpersonal and communication skills with proven ability to collaborate with government stakeholders.
• Experience in scheduling, workload management, and resource allocation.
• Ability to set clear goals, monitor progress, and provide constructive feedback.
• Excellent delegation, coaching, and performance management skills.
• Conflict resolution and problem-solving skills to address challenging situations effectively.
• Ability to build rapport and maintain positive relationships with end-users and other IT teams.
• Strong active listening and empathy skills to understand user needs and concerns.
• Exceptional verbal and written communication skills, capable of explaining technical concepts to both technical and non-technical users.

Benefits

• Paid Time Off / Sick Leave
• Health, Dental, and Vision Coverage
• Life Insurance
• Retirement Benefits / 401K with company matching
• HSA/FSA Spending Accounts
• Long- and short-term disability
• Pet Insurance
• Wellness Program Initiatives
• RIVA Flex
• Additional Workplace Benefits