Tier 3 Service Desk Lead (Top Secret Cleared)

RIVA Solutions, Inc.•Washington, DC

14h•$120,000 - $150,000•Onsite

About The Position

RIVA is seeking an experienced Tier 3 Service Desk Lead to provide expert-level technical support and leadership for a federal enterprise service desk environment supporting the Department of Commerce. The role serves as the senior technical escalation point for complex incidents and requests, advanced troubleshooting, problem resolution, root-cause analysis, and technical quality across all support tiers. The position requires onsite support in Washington, DC and an active Top Secret clearance. The lead will administer and troubleshoot Microsoft 365, Azure services, Active Directory, Entra ID, ServiceNow, PowerShell automation, and enterprise IT systems. The role guides lower-tier support teams, collaborates with engineering, cybersecurity, infrastructure, application, and service desk teams, and develops technical procedures, knowledge articles, troubleshooting guides, and other documentation. It also supports ITSM workflow optimization, incident and problem management, continuous improvement, and secure, consistent enterprise operations.

Requirements

Bachelor’s degree in information technology, Computer Science, Information Systems, Cybersecurity, or a related field.
Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
Advanced experience with Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
Proven experience as a senior or lead ServiceNow technician, configuring, troubleshooting, and optimizing ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
Practical PowerShell scripting knowledge, including automating administrative tasks, performing bulk operations, and supporting system integrations.
Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
Experience coordinating with engineering, cybersecurity, infrastructure, and service desk teams to resolve high-impact incidents and drive root-cause analysis.
Strong background in enterprise IT operations, including monitoring, diagnostics, incident response, problem management, and adherence to ITIL-aligned processes.
Documented ability to develop and maintain technical procedures, knowledge articles, troubleshooting guides, and standard operating procedures.
Strong analytical, troubleshooting, communication, and documentation skills.
Ability to operate effectively in a high-visibility federal IT support environment.
U.S. citizenship and an active Top Secret clearance.
Ability to provide onsite support in Washington, DC.

Nice To Haves

ITIL v4 Foundation certification or comparable IT service management certification.
Microsoft certifications such as Microsoft 365 Administrator, Azure Administrator Associate, Identity and Access Administrator Associate, or comparable credentials.
ServiceNow certification or formal ServiceNow administrator/implementation training.
Experience supporting Department of Commerce, OCIO, or federal civilian IT environments.
Experience supporting enterprise service desk or contact center environments with Tier 0–3 support structures.
Experience with hybrid identity environments, including on-premises Active Directory and Entra ID integration.
Experience supporting Exchange Online, Teams, SharePoint Online, Intune, endpoint management, or Microsoft security and compliance tools.
Experience creating ServiceNow dashboards, reports, workflows, assignment rules, knowledge articles, and service catalog items.
Experience mentoring lower-tier support staff and improving technical escalation processes.
Experience supporting performance-based contracts with SLAs, KPIs, service metrics, and recurring customer reporting.

Responsibilities

Serve as the senior technical escalation point for complex incidents, service requests, and problem resolution across the service desk.
Troubleshoot Microsoft 365, Azure services, Active Directory, Entra ID, ServiceNow, and enterprise IT systems.
Resolve complex, multi-tier technical issues and provide guidance and troubleshooting direction to lower-tier support teams.
Ensure technical quality, consistency, and accuracy across support tiers, and monitor escalated ticket queues for timely resolution.
Administer Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, and service health monitoring.
Support Exchange Online, Microsoft Teams, SharePoint Online, Azure AD/Entra ID, and related cloud productivity services.
Troubleshoot authentication, access, permissions, licensing, synchronization, and service configuration issues.
Support identity lifecycle operations, role-based access, conditional access, multifactor authentication, and cloud identity integrations.
Coordinate with cybersecurity and infrastructure teams to keep Microsoft 365 and Azure services securely configured and operational.
Perform advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and directory service support.
Support integration between on-premises identity services and cloud identity platforms, and resolve identity-related incidents.
Analyze recurring identity and access issues and recommend process or configuration improvements.
Configure, troubleshoot, and optimize ServiceNow ITSM modules, including Incident, Problem, Change, Knowledge, and Request Fulfillment.
Improve ServiceNow workflows, routing, categorization, assignment groups, notifications, dashboards, reporting, data quality, and process adherence.
Support knowledge management and service catalog improvements to increase self-service adoption and first-contact resolution.
Use PowerShell to automate administrative tasks, perform bulk operations, support integrations, and improve operational efficiency.
Develop and maintain reusable scripts, documentation, and automation standards, following security and change management standards.
Lead troubleshooting and resolution of high-impact, complex, or recurring incidents, coordinating with relevant technical teams.
Support root-cause analysis, recommend corrective actions, and document findings, resolution steps, lessons learned, and improvements.
Maintain accurate incident and problem records aligned with ITIL-based processes and support operational reviews and trend analysis.
Develop and maintain technical procedures, knowledge articles, troubleshooting guides, escalation documentation, and standard operating procedures.
Identify knowledge gaps, provide technical input to training materials and support playbooks, and mentor or transfer knowledge to Tier 1, Tier 2, and other technical support staff.
Promote continuous improvement across service desk operations, escalation processes, and enterprise IT support practices.