Remote Help Desk Lead: Ops & Knowledgebase Champion

Tria Federal (Tria); United States; À distance; USD 90 000 - 130 000; Plein temps

Résumé du poste

Tria Federal’s Softrams division seeks a dynamic Help Desk Lead to steer our Business Operations Services Center Help Desk, delivering top-tier customer service and innovative operations across a broad federal client base. You will coach a large team, implement new procedures, and drive KPI achievement with proactive management.

The role requires a U.S. Federal Position of Trust clearance eligibility, a strong performance record in help desk operations, and experience coordinating

Qualifications

• Must have 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.

Responsabilités

• 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 SLAs.
• Analyze historical and forecasted trends to develop data driven recommendations.
• Provide oversight into the development and maintenance of knowledgebase information.
• Collaborate with internal program teams for development and implementation of new technologies and procedures.
• Ensure 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.

Connaissances

Clearance eligibility

US residency

Help desk ops

Team leadership

Formation

Bachelor's degree + 5 years

AA degree + 7 years

Outils

SNOW

AWS Connect

JIRA

Confluence

Description du poste

Tria Federal’s Softrams division seeks a dynamic Help Desk Lead to steer our Business Operations Services Center Help Desk, delivering top-tier customer service and innovative operations across a broad federal client base. You will coach a large team, implement new procedures, and drive KPI achievement with proactive management.

The role requires a U.S. Federal Position of Trust clearance eligibility, a strong performance record in help desk operations, and experience coordinating