Service Desk Analyst Jobs in Silver Spring, MD (NOW HIRING)

Job Summary:
RIVA Solutions, Inc. is a mission-driven IT services company supporting digital transformation for Federal government agencies. They are seeking an experienced IT Service Desk Lead to oversee daily service desk operations and ensure high-quality IT support for end users in a performance-based federal environment.
Responsibilities:
• Oversee the day-to-day activities of the IT service desk to ensure end users receive timely, accurate, and effective support.
• Lead service desk teams supporting Tier 0–3 incident, request, and end-user support functions.
• Ensure service desk operations align with contract requirements, service-level agreements, performance measures, and customer expectations.
• Monitor daily workload, ticket queues, escalation paths, staffing coverage, and response/resolution performance.
• Provide guidance, coaching, and operational direction to service desk analysts, technical support staff, and escalation teams.
• Support a customer-focused service culture centered on responsiveness, professionalism, accountability, and continuous improvement.
• Manage incident and request management processes in a performance-based environment aligned with ITIL v4 standards.
• Ensure incidents, service requests, escalations, and problem trends are properly documented, categorized, prioritized, assigned, and resolved.
• Track service desk metrics, including first-call resolution, response times, resolution times, backlog, customer satisfaction, escalation rates, and SLA compliance.
• Identify recurring issues, service gaps, bottlenecks, and opportunities to improve operational performance.
• Support root cause analysis and corrective action planning in coordination with technical teams and program leadership.
• Develop and maintain reporting that provides visibility into service desk performance, customer experience, and operational health.
• Lead or support the re-engineering, optimization, or establishment of service desk operations in accordance with industry best practices.
• Develop, implement, and refine service desk processes, workflows, escalation procedures, and operating standards.
• Support the adoption of ITIL-aligned practices across incident management, request fulfillment, knowledge management, problem management, and continuous improvement.
• Evaluate current-state operations and recommend improvements to enhance service quality, efficiency, responsiveness, and user experience.
• Support standardization of service desk documentation, playbooks, scripts, procedures, and customer communication templates.
• Partner with program leadership to mature service delivery capabilities and strengthen operational governance.
• Manage and optimize use of ITSM tools such as ServiceNow or comparable platforms for ticket tracking, workflow management, reporting, and service delivery.
• Ensure tickets and service records are accurately documented and updated in accordance with program standards.
• Support knowledge management practices to improve self-service, Tier 0 support, analyst efficiency, and first-call resolution.
• Identify opportunities to expand and improve knowledge base content, FAQs, service catalog items, and standard operating procedures.
• Use ITSM reporting and dashboards to monitor trends, measure performance, and inform operational decision-making.
• Ensure data quality, process compliance, and timely reporting within the incident management system.
• Serve as an operational point of contact for service desk performance, escalations, and day-to-day support matters.
• Communicate effectively with Government stakeholders, end users, technical teams, and internal program leadership.
• Support regular status reporting, performance briefings, and operational reviews.
• Promote continuous improvement initiatives focused on customer satisfaction, first-call resolution, response quality, and service consistency.
• Ensure service desk communications are clear, professional, timely, and aligned with customer expectations.
• Foster a collaborative environment across service desk, infrastructure, application, and program management teams.
Qualifications:
Required:
• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
• Expert-level experience leading, managing, re-engineering, or standing up IT service desks in accordance with industry best practices.
• Experience managing an incident management system in a performance-based environment.
• Experience operating within ITIL v4-aligned service management standards.
• Demonstrated experience overseeing day-to-day service desk operations, including ticket queues, escalations, staffing coverage, workload management, SLA performance, and customer support quality.
• Experience supporting Tier 0–3 service desk, contact center, end-user support, or enterprise IT operations environments.
• Experience using ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or comparable platforms.
• Strong understanding of incident management, request fulfillment, escalation management, knowledge management, problem management, and service desk reporting.
• Ability to analyze service desk performance data and identify opportunities to improve operational efficiency, service quality, and user experience.
• Excellent oral and written communication skills, including the ability to communicate effectively with technical teams, end users, Government stakeholders, and leadership.
• Strong leadership, interpersonal, and customer service skills with the ability to guide teams in a fast-paced, performance-driven environment.
• U.S. Citizenship required with an active Top Secret clearance.
Preferred:
• Service Desk Institute or HDI certification as an HDI Support Manager.
• ITIL v4 Foundation certification or comparable IT service management certification.
• Experience supporting Department of Commerce, OCIO, or federal civilian IT environments.
• Experience managing service desk operations for a federal agency or large enterprise environment.
• Experience supporting contact center operations, Tier 0 self-service, knowledge-centered service, and customer experience improvement initiatives.
• Experience with ServiceNow reporting, dashboards, workflows, service catalog, knowledge base, and incident/request management modules.
• Experience driving first-call resolution improvement, SLA compliance, customer satisfaction, and service desk maturity initiatives.
• Experience creating or maintaining standard operating procedures, escalation matrices, knowledge articles, service desk scripts, and operational playbooks.
• Experience supporting performance-based contracts with formal SLAs, KPIs, deliverables, and recurring customer reporting.
Company:
RIVA Solutions, Inc. (RIVA) is a new kind of government contractor providing Digital Transformation to the public sector. Founded in 2009, the company is headquartered in Mc Lean, USA, with a team of 201-500 employees. The company is currently Growth Stage.