Senior Ticket Operations Jobs in Virginia (NOW HIRING)

Description
Position: Corporate IT Manager
Location: Hybrid - Reston, VA
Terms: Full Time
Clearance: None Required
Travel: 0-10%
RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
We're a mission-driven IT services company and systems integrator supporting digital transformation and modernization for Federal government agencies. Since 2009, we've partnered with our customers to solve complex challenges through smart, practical innovation to deliver real outcomes where they matter most. Our teams are made up of industry-leading experts who are passionate about doing great work and making a difference. We don't just develop solutions-we support efforts that strengthen communities and serve the public good.
RIVA's culture is built on four core values: Results, Innovation, Values, and Accountability. They guide how we work, how we collaborate, and how we measure success. Our employee-first approach is rooted in trust, ownership, and meaningful work. By investing in our people and fostering a flexible, supportive environment, you will have the opportunity to grow your skills, contribute ideas, and make an impact from day one-all while supporting missions that matter.
Program Overview
The Senior Manager, Corporate IT leads RIVA's internal Corporate IT organization and is responsible for the strategy, administration, security, and day-to-day operation of the company's enterprise technology ecosystem. This role supports business operations by ensuring secure, efficient, and compliant technology services across the organization.
Position Overview
RIVA is seeking a proactive, hands-on Manager, Corporate IT to keep the company and its employees running every day. Reporting to the Director of Corporate Operations, this role owns the day-to-day administration, support, security, and continuous improvement of RIVA's Corporate IT environment, ensuring a secure, reliable, and compliant technology environment that supports the business.
Serving as the senior technical resource within a two-person Corporate IT team, this role is accountable for the overall health, security, and performance of RIVA's technology environment. While partnering with a junior IT resource responsible for much of the day-to-day operational support, this position remains highly hands-on, personally leading advanced Microsoft 365 administration, complex troubleshooting, security and compliance
initiatives, project implementation, technology modernization, and escalated technical support.
This is a highly hands-on technical leadership role that combines operational ownership with advanced systems administration, continuous improvement, and cross-functional partnership. The ideal candidate stays ahead of issues rather than waiting for them to arise, proactively identifying risks and implementing long-term solutions before they disrupt the business. Approachable, resourceful, and customer-focused, they enjoy staying close to the technology-configuring, troubleshooting, documenting, and continuously improving the systems employees rely on every day. They maximize the value of RIVA's existing technology investments, automate repetitive work wherever possible, thoughtfully apply AI to improve efficiency, and bring a creative, practical approach to solving complex technical challenges.
Supporting a hybrid workforce of approximately 230+ employees, the role centers on maintaining a secure, audit-ready Microsoft environment; overseeing endpoint and identity management across the employee lifecycle; delivering and supporting small- to medium-sized technology initiatives; maintaining accurate technical documentation; and partnering with stakeholders across the organization to deliver secure, scalable, and reliable technology solutions.
Core Responsibilities
Proactive IT Operations & End-User Support
• Ensure the reliability, availability, and performance of RIVA's Corporate IT environment to keep
employees productive.
• Proactively monitor system health, identify root causes of recurring issues, and implement long-term
solutions before they impact the business.
• Serve as the primary escalation point for complex technical issues involving Microsoft 365, endpoints, identity, collaboration platforms, networking, and connectivity.
• Provide advanced hands-on technical support while ensuring the delivery of responsive, high-quality end-user support across the organization.
• Maintain and continuously improve the IT knowledge base and self-service resources to improve
operational efficiency and user adoption.
Help Desk & Service Management
• Own the Corporate IT help desk function, ensuring timely ticket triage, service delivery, SLA
performance, and overall quality of support.
• Personally handle complex or escalated technical issues while ensuring day-to-day ticket operations are executed effectively.
• Analyze support trends to identify recurring issues, improve documentation, automate repetitive work, and implement permanent solutions.
Endpoint Management
• Own the lifecycle, standards, and security of all corporate endpoints, including procurement,
provisioning, deployment, lifecycle planning, refresh, retirement, and secure disposal.
• Perform advanced endpoint administration, security configuration, and complex endpoint
management activities while ensuring routine operational activities are completed effectively.
• Maintain accurate inventories of hardware, warranties, software licensing, and lifecycle replacement
schedules.
• Configure and secure endpoints using Microsoft Intune, Microsoft Defender, encryption, compliance
policies, and security baselines.
Identity & Access Management
• Own the employee identity and access lifecycle, ensuring timely provisioning, role changes,
deprovisioning, and secure access management.
• Personally administer complex identity, licensing, and access changes across Microsoft Entra ID, Azure, and Microsoft 365.
• Enforce least-privilege access, Multi-Factor Authentication (MFA), Conditional Access, and other
security best practices.
Microsoft 365, SharePoint & Collaboration Administration
Own the administration, governance, optimization, and advanced configuration of Microsoft 365,
Exchange Online, Teams, SharePoint Online, Slack, and related collaboration platforms.
• Manage SharePoint governance, permissions, information architecture, storage management, and
collaboration capabilities.
• Utilize Power Platform, including Power Automate and Power BI, to automate business processes and improve operational reporting.
• Continuously evaluate Microsoft platform capabilities and implement improvements that enhance
security, collaboration, and the employee experience.
Security, Compliance & Risk Management
• Own the implementation and ongoing maintenance of technical controls supporting CMMC, NIST 800-171, ISO 27001, and other applicable security and compliance requirements.
• Maintain an audit-ready environment by ensuring technical controls, documentation, evidence, and
system configurations remain current.
• Lead vulnerability remediation, endpoint security, identity protection, monitoring, backup, recovery,
and incident response activities.
• Provide technical expertise during audits, assessments, and compliance reviews.
Documentation & Standards
• Own IT policies, standards, SOPs, technical documentation, system configurations, and knowledge base content.
• Ensure documentation remains accurate, current, operationally effective, and aligned with compliance requirements.
• Promote documentation as a core component of every project, implementation, and operational
process.
Project & Vendor Management
• Plan, prioritize, and deliver multiple small- to medium-sized IT projects while balancing operational
support responsibilities.
• Coordinate vendors, stakeholders, budgets, timelines, communications, and implementation activities.
• Transition completed projects into ongoing operational support through documentation, training, and
operational readiness.
Technology Assessment, Innovation & Continuous Improvement
• Continuously improve the reliability, security, and user experience of RIVA's technology environment.
• Evaluate operational gaps and recommend practical technology improvements that enhance security, reliability, automation, operational efficiency, and the employee experience.
• Identify opportunities to automate repetitive work using Power Platform, scripting, AI, and existing
technology investments before recommending additional solutions.
• Evaluate, pilot, and implement new technologies that improve business operations while maintaining security and compliance.
Stakeholder Partnership
• Partner with Corporate Operations, Accounting & Finance, People & Culture, Contracts, and business leadership to understand operational needs and recommend practical technology solutions.
• Communicate technical concepts effectively to both technical and non-technical audiences while
educating employees on technology capabilities, risks, and best practices.
• Provide technical guidance and work prioritization for the junior IT resource, ensuring operational tasks are completed consistently and service expectations are met.
Fiscal Responsibility
• Support development and management of the Corporate IT operating budget.
• Forecast technology, licensing, hardware lifecycle, and vendor costs.
• Support technology procurement, licensing renewals, and vendor negotiations to maximize value and ensure ongoing operational needs are met.
• Maximize existing technology investments while identifying opportunities to reduce costs without
sacrificing capability, security, or service quality.
Minimum Qualifications

• Must reside within a reasonable commuting distance of RIVA headquarters in Reston, VA and be
  available to work onsite regularly, as business needs require.
• 7+ years of progressive Corporate IT experience, including hands-on systems administration and experience serving as the senior technical resource within an enterprise IT environment.
• Strong hands-on administration experience across the Microsoft ecosystem, including Microsoft 365, Entra ID (Azure AD), Azure, Exchange Online, SharePoint Online, Teams, Intune, Microsoft Defender, and the Power Platform (Power Automate and Power BI).
• Experience administering and supporting Slack, including workspace administration, user provisioning, integrations, and security.
• Demonstrated experience implementing, managing, or maintaining regulated IT environments supporting CMMC, NIST 800-171, ISO 27001, CMMI, or similar compliance frameworks.
• Hands-on experience managing enterprise endpoint and identity lifecycles, IT service delivery, technology lifecycle management, and technical documentation.
• Experience leading IT projects, managing technology vendors, implementing enterprise SaaS platforms, and supporting technology integrations.
• Experience supporting Corporate IT within a government contracting environment.
• Working knowledge of ITIL service management principles and experience developing Business Continuity and Disaster Recovery (BC/DR) plans.
• Strong ability to communicate technical concepts to non-technical stakeholders while recommending practical technology solutions that balance security, usability, operational efficiency, and cost.
• Proactive, customer-focused, and highly adaptable with excellent communication, collaboration, problem-solving, and organizational skills.
• Demonstrated aptitude for automation and applying AI technologies to improve operational efficiency, service delivery, and the employee experience

Preferred Qualifications

• Microsoft Certified Administrator (Microsoft 365, Azure, or Endpoint Administrator)
• CompTIA Security+
• CISSP or CISM
• ITIL Foundation

Salary
$140,000
RIVA Benefits

• Paid Time Off
• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Life Insurance
• HSA/FSA
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development Opportunities
• Hybrid Work Flexibility

Equal Opportunity Statement
RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to any protected characteristic.