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 - Bachelor's 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.
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