Help Desk Manager

About the role

Tria Federal is seeking a dynamic Help Desk Manager to lead the Business Operations Services Center (BOSC) Help Desk. The role will oversee daily operations, stakeholder relationships, and staff development while driving continuous innovation to deliver an exceptional customer experience.

Key responsibilities

• Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation.
• Design, implement, and continuously improve help desk procedures, standards, and best practices.
• Ensure timely resolution of incidents or appropriate escalation according to service level agreements.
• Maintain strong stakeholder communication at all organizational levels.
• Apply continuous‑improvement methodologies to optimize processes and meet key performance indicators.

Required profile

• Ability to obtain a U.S. Federal Position of Trust clearance.
• U.S. residency with at least three of the last five years lived in the United States.
• Bachelor’s degree in a related field.
• Minimum eight years of experience, preferably in Medicare programs.
• Proven experience managing a Help Desk team of 100+ personnel.
• Strong stakeholder management and strategic thinking abilities.
• Growth mindset, innovative problem‑solving, and adaptability.

Required skills

• ServiceNow
• JIRA
• Confluence