Content Management Service Desk Lead
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
Supports ASPA Digital web operations, service desk management, content administration, stakeholder engagement, and digital communications services across HHS websites and intranet properties.
POSITION OVERVIEW
Leads the ASPA Digital Service Desk function, overseeing intake, triage, prioritization, workflow management, content publishing, stakeholder communications, and operational improvements for web and digital service requests.
CORE RESPONSIBILITIES
- Lead digital service desk intake, triage, prioritization, and fulfillment processes.
- Coordinate with HHS stakeholders, ASPA Digital product owners, and content providers.
- Manage ticket routing, SLAs, escalation paths, and backlog activities using Jira.
- Oversee content publishing, metadata optimization, and web administration activities.
- Ensure compliance with HHS content standards, accessibility requirements, and quality expectations.
- Support Agile teams with content launches, campaigns, and operational activities.
- Develop SOPs, training materials, and knowledge articles.
- Monitor metrics, customer feedback, and recurring issues to improve operations.
MINIMUM QUALIFICATIONS
- Bachelor’s degree in Information Systems, MIS, Communications, or related field.
- 8+ years of IT, web operations, service desk, or related experience.
- Experience supporting Drupal or similar CMS platforms.
- Experience leading service desk operations, triage, SLAs, and stakeholder communications.
- Hands-on experience with Jira, HTML, CSS, Adobe Creative Cloud, and Siteimprove or similar tools.
- Experience reviewing content for quality, usability, metadata, and accessibility.
- Ability to obtain and maintain a Public Trust clearance.
PREFERRED QUALIFICATIONS
- Experience supporting HHS, ASPA Digital, or Federal digital communications programs.
- Experience developing SOPs, training materials, and stakeholder communications.
- Experience supporting metadata optimization, search performance, and accessibility initiatives.
- Experience leading high-volume support and web operations teams.
- Drupal and Siteimprove experience in Federal environments.
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 , 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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