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 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.