Remote Service Desk Lead & Program Manager (Tier 2)

Triumph Enterprises, Inc.; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Triumph Enterprises, Inc. seeks a Service Desk Lead / Program Manager to oversee the Tier 2 service desk and deployment support for the VA C&P product line. This remote role coordinates a remote team across extended hours, ensuring SLA delivery and a premier point of contact with the VA program office.

You will manage a 60-day transition-in, 102 weekly hours of coverage including 24/7 on-call, and tight escalation protocols while aligning with project plans and government requirements.

Qualifications

• 7+ years in IT service desk or application support.
• 3+ years leading Tier 2 teams of 10+
• Experience delivering to SLA in ServiceNow
• Bachelor's degree or 4 years of relevant experience
• Ability to travel ~ once a year (Charleston, SC or DC)

Responsibilities

• Plan, monitor and control all work; maintain the project management plan and bi-weekly progress reports, including staffing data
• Lead the 60-day transition-in: knowledge transfer, staff onboarding, background investigation tracking and Government-furnished equipment (GFE)
• Run the Tier 2 service desk: staffing schedules across 102 coverage hours a week, 24/7 on-call rotation, two-senior-analyst review before escalation
• Notify the VA C&P Service Desk Manager and COR of high/critical priority incidents within 30 minutes and provide hourly updates
• Represent the team at daily C&P and Enterprise Operations calls; provide subject matter expert support to C&P managers
• Lead transition-out if exercised

Skills

IT service desk

Team leadership

ServiceNow

SLA management

English proficiency

Education

Bachelor's degree or equivalent experience

Tools

PMP / CAPM

ITIL 4 Foundation

ServiceNow CSA

Job description

Triumph Enterprises, Inc. seeks a Service Desk Lead / Program Manager to oversee the Tier 2 service desk and deployment support for the VA C&P product line. This remote role coordinates a remote team across extended hours, ensuring SLA delivery and a premier point of contact with the VA program office.

You will manage a 60-day transition-in, 102 weekly hours of coverage including 24/7 on-call, and tight escalation protocols while aligning with project plans and government requirements.