Operations and Maintenance Lead

Riva Solutions Inc

Suitland, MD

Pay: $160,000-$190,000/yr

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.

POSITION SUMMARY

The Operations and Maintenance (O&M) Lead runs day-to-day FBIB service delivery once capabilities are live. This person is responsible for fingerprint and facial photo operations, badge production and distribution, help desk support, system availability, and the suitability review support workforce, as well as the recruiting, onboarding, and training of skilled fingerprinting and facial photo operators. The role must keep throughput, quality, and availability on target through peak hiring, when volume rises sharply in a compressed window.

CORE RESPONSIBILITIES

• Manage daily operations of the enrollment network so selectees complete fingerprint and facial photo capture in a single appointment without repeat visits.
• Run a network operations center that presents applications, hardware, facilities, staffing, and site video monitoring as one common operational picture, with each site tracked as an asset in the ticketing system.
• Lead regional support teams (a Regional Manager and site Tech Leads per region) that report daily site status, resolve closures and equipment failures, and are dispatched on site when an incident is not resolved within 24 hours.
• Forecast throughput and manage site and system capacity, then reallocate staff, equipment, and appointments to meet changing demand and surge conditions.
• Oversee operator scheduling, coverage, backfill for call-outs and no-shows, traveling operators, and site closures, including rescheduling affected selectees.
• Run centralized badge production, quality review, distribution, replacement, deactivation, and inventory reporting, producing badges only after Government-authorized issuance information is received.
• Manage the suitability determination support team that reviews case materials in CHEC, flags missing or inconsistent information, prepares case summaries and recommendations, and tracks case status. Scale the team to support up to 40,000 manual review cases per month at peak.
• Ensure the team understands that it provides support only and that final suitability determinations remain with authorized Government personnel.
• Operate the help desks for selectees and site operators, with ticket tracking, knowledge management, and escalation paths.
• Restore failed site equipment within 24 hours through a technology support center, depot, and logistics process.
• Maintain system availability through 24x7 monitoring, incident management, and problem management using ITIL-aligned processes and formal change control. Coordinate fixes with the Implementation Lead and schedule non-critical releases outside operating hours.
• Track and report operational metrics, including fingerprints processed, rejects and resubmissions, appointment utilization, badge production, case backlog, and service levels.
• Maintain site supply chains, including capture consumables and badge stock.
• Plan post-peak wind-down and decommissioning of sites, equipment, and services.

MINIMUM QUALIFICATIONS

• Bachelor's degree in operations management, information technology, business, or a related field. Additional years of relevant experience may substitute.
• 10 or more years of experience managing IT-enabled operations, including at least 5 years leading large, geographically distributed service delivery teams.
• Experience running operations with defined service levels, capacity planning, and workforce scheduling.
• Experience managing help desk or contact center operations with ticketing tools such as ServiceNow.
• ITIL Foundation certification.
• Ability to obtain a Department of Commerce (DOC) Background Investigation and Census Special Sworn Status.

PREFERRED QUALIFICATIONS

• Certified Identity Government Expert (CIGE) or equivalent identity management credential.
• Experience leading federal suitability, adjudication support, or background investigation case processi