Help Desk Lead

Help Desk Lead

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technological implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) delivers mission-critical technical expertise and digital services informed by deep customer expertise to Health and Public Safety agencies across the federal sector.

At Tria, we are a dynamic professional community driven by a mission rooted in service to colleagues, customers, and the community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial well-being.

Job Description: 

We are seeking a dynamic and experienced Help Desk Lead to lead our Business Operations Services Center Help Desk customer service team. This role will be pivotal in managing the daily operations of a team of customer service help desk agents, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management.

Key Responsibilities:  

• Oversee daily operations and performance of a team of help desk customer service agents.

• Develop and implement help desk procedures, standards, and best practices

• Ensure prompt resolution or proper escalation of all inquiries related to supported applications 

• Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs)

• Analyze historical and forecasted trends to develop data driven recommendations

• Provide oversight into the development and maintenance of knowledgebase information

• Collaborate with the internal program teams for the development and implementation of new technologies and procedures. 

• Ensures compliance with organizational operational policies and processes. 

• Coach and develop help desk agents at all performance levels, providing targeted feedback to help low performers improve and growth opportunities to keep high performers engaged.

Basic Requirements:   

• Ability to obtain a U.S. Federal Position of Trust clearance designation.  

• Must reside in and be able to perform work in the United States.  

• Must have lived in the United States for 3 of the last 5 years.  

• Bachelor’s Degree in a related field along with 5 years of experience in Help Desk operations is required. Alternatively AA degree with 7 years of experience will suffice.  

 Additional Qualifications:  

• Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team

• Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.

• Experience with continuous improvement methodologies and commitment to driving process optimization.

• Proficiency with tools such as SNOW/AWS Connect/JIRA/Confluence.  

• Knowledge of Healthcare industry and working experience in Medicare/Medicaid Projects is preferred.

Key Attributes:

• A thought leader who can inspire teams and lead by example.

• Adaptable and resourceful, with a proactive approach to problem-solving.

• Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.

• Excellent communication and collaboration skills.  

Public Trust Clearance:

Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. 

Work Location:

Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles. 

EEO Statement:

Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at [email protected]

Know your rights poster: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf