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Program Manager (Top Secret Cleared)

Client Site-Washington, DC

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY. 

That’s RIVA. 

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, employees have the opportunity to grow their skills, contribute ideas, and make an impact from day one. all while supporting missions that matter. 

PROGRAM OVERVIEW

RIVA is pursuing a Department of Commerce CATTS Service Desk opportunity supporting the Office of the Chief Information Officer in modernizing and centralizing enterprise IT service delivery across DOC and its bureaus.

This effort delivers scalable, customer-focused IT service desk and contact center support, including Tier 0–3 support, incident and request management, knowledge management, and end-user services. The program will leverage ITSM tools such as ServiceNow to improve operational efficiency, strengthen reporting, increase first-call resolution, and enhance the overall user experience for the DOC workforce.

The IT Service Desk Lead will play a critical role in overseeing daily service desk operations, ensuring end users receive timely, effective, and high-quality IT support in a performance-based federal environment.

POSITION OVERVIEW

RIVA is seeking an experienced Program Manager to provide full-time leadership and oversight for a federal IT service desk and enterprise support program. This individual will be responsible for monitoring and managing all services provided under the task order to ensure compliance with contract requirements, performance measures, deliverables, timelines, and customer expectations.

The ideal candidate is a seasoned IT program leader with expert-level experience managing teams in a complex technical environment, strong federal customer engagement skills, and demonstrated success developing and maintaining project management artifacts, schedules, risk and issue logs, communications plans, resource models, and leadership reporting.

This role requires a hands-on, highly organized leader who can manage extensive client interactions, provide detailed project status updates, communicate effectively with executive and technical audiences, and ensure ongoing alignment between internal teams and Government stakeholders.

CORE RESPONSIBILITIES

Program Leadership & Task Order Oversight

  • Serve as the primary Program Manager responsible for monitoring, managing, and overseeing all services provided under the task order.
  • Ensure contract requirements, performance measures, deliverables, service expectations, and reporting obligations are met.
  • Provide project management services in alignment with the scope, objectives, and service delivery requirements of the program.
  • Lead cross-functional teams supporting IT service desk, infrastructure, operations, and enterprise support functions.
  • Maintain accountability for successful program execution, customer satisfaction, staffing alignment, and operational performance.
  • Ensure appropriate project communication is occurring on an ongoing basis with internal teams, external partners, and Government stakeholders.

Customer Engagement & Stakeholder Communication

  • Manage extensive client interactions and provide detailed status and progress updates on a weekly basis or at the frequency required by the customer.
  • Serve as a trusted point of contact for Government leadership, program stakeholders, and internal RIVA leadership.
  • Communicate complex project, technical, and operational information in a clear, professional, and persuasive manner.
  • Present project updates, risks, issues, accomplishments, performance trends, and recommendations to leadership audiences.
  • Establish strong working relationships with customers, employees, management, and cross-functional teams.
  • Support transparent communication to ensure stakeholders remain informed of progress, risks, dependencies, and decisions.

Project Management & Program Artifacts

  • Create, maintain, and manage key project artifacts, including but not limited to:
    • Project Charter / Project Initiation Documentation
    • Project Management Plan
    • Requirements Management Plan
    • Change Management Plan
    • Testing Plan
    • Communication Plan
    • Implementation Plan
    • Risk Management Plan
    • Issue Management Plan
    • Quality Assurance Plan
    • Project Schedule
    • Resource Allocation Model
    • Resource Estimates
    • Risk and Issue Logs
    • Leadership Status Reports
  • Develop and maintain project schedules using Microsoft Project or comparable project management tools.
  • Track project progress, dependencies, milestones, risks, issues, resources, and deliverables.
  • Ensure project documentation is accurate, current, accessible, and aligned with customer expectations.
  • Support disciplined project planning, estimation, monitoring, reporting, and change control practices.

IT Service Delivery & Infrastructure Strategy

  • Lead teams in an IT environment supporting enterprise service delivery, infrastructure operations, and customer support functions.
  • Support the development of infrastructure strategy, architecture, service delivery standards, and operational procedures.
  • Analyze IT service delivery trends, operational performance, customer needs, and program risks to support long-range planning.
  • Develop recommendations designed to maintain cost effectiveness, service quality, operational efficiency, and competitiveness of the enterprise IT infrastructure.
  • Partner with technical leads and service delivery teams to ensure solutions are scalable, secure, supportable, and aligned with federal requirements.
  • Promote continuous improvement across processes, tools, reporting, communication, and service delivery outcomes.

Risk, Quality & Performance Management

  • Monitor program performance against contractual requirements, performance measures, service-level expectations, and deliverables.
  • Identify, document, track, and escalate risks, issues, dependencies, and corrective actions.
  • Support quality assurance planning and implementation across project and service delivery activities.
  • Ensure timely reporting of performance data, project health, risks, issues, and mitigation strategies.
  • Drive accountability across teams to ensure commitments, deliverables, and customer expectations are met.
  • Support compliance with applicable federal, contractual, security, and operational requirements.

MINIMUM QUALIFICATIONS

  • Bachelor’s Degree in Information Technology, Computer Science, Business Administration, Project Management, or a related field.
  • PMP certification is required.
  • Expert-level experience leading teams in an IT environment.
  • Demonstrated experience managing federal or enterprise IT service delivery programs, service desk operations, infrastructure support, or comparable technical environments.
  • Experience managing extensive client interactions and providing detailed project status and progress reporting on a weekly or recurring basis.
  • Strong experience creating and maintaining project artifacts, including project charters, project plans, schedules, resource allocation models, risk and issue logs, communication plans, quality assurance plans, and leadership status reports.
  • Proficiency with project management planning, scheduling, estimation, and reporting tools, including Microsoft Project or comparable tools.
  • Experience ensuring ongoing project communication with internal and external stakeholders.
  • Strong understanding of project management methodologies, risk management, change management, resource planning, and quality assurance practices.
  • Excellent oral and written communication skills, including the ability to present and discuss technical information in a way that establishes rapport, persuades stakeholders, and drives understanding.
  • Strong teamwork, interpersonal, and customer engagement skills, with the ability to communicate effectively with customers, employees, and management at all levels.
  • Ability to thrive in a cross-functional environment supporting technical, operational, contractual, and leadership stakeholders.
  • U.S. Citizenship required with the ability to obtain and maintain a Federal Security Clearance; active Secret or Top Secret clearance may be required.

PREFERRED QUALIFICATIONS

  • ITIL v3 Foundation certification or comparable IT service management framework certification.
    Experience supporting Department of Commerce or similar federal civilian agency environments.
    Experience managing federal service desk, help desk, end-user support, or enterprise IT operations programs.
    Experience leading Key Personnel responsibilities on federal contracts or task orders.
    Experience supporting programs with formal SLAs, KPIs, performance measures, deliverables, and recurring leadership reporting.
    Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or comparable tools.
    Experience managing hybrid teams across onsite, remote, and customer-facing environments.
    Experience supporting infrastructure strategy, architecture planning, service delivery standards, and operational procedure development.
    Familiarity with federal security, compliance, accessibility, and operational governance requirements.

EQUAL EMPLOYMENT OPPORTUNITY & ACCOMMODATION

We believe great teams are built from different backgrounds, perspectives, and lived experiences, and we mean that beyond the buzzwords. 

RIVA is an equal opportunity employer. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other characteristic protected by law.

If you need an accommodation at any point in our process, send an email to talent@rivasolutionsinc.com, we'll be happy to help.

VETERAN SUPPORT & ACCESSIBILITY

As a federal contractor, RIVA follows the requirements of the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act, supporting the employment and advancement of protected veterans and individuals with disabilities. If you're a veteran, we encourage you to self-identify during the application process, it helps us track our hiring commitments and, in some cases, may support priority referral for open roles.

RIVA also invites applicants to voluntarily self-identify as having a disability during the application process, not because it affects your chances of being hired, but because it helps us measure how well we're living up to our commitments and identify where we can do better. Your response is confidential and entirely optional.

 

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