Senior Tier 2 Service Desk Lead - Remote & On-Call

Triumph Enterprises, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Triumph Enterprises, Inc. is seeking a Senior Tier 2 Service Desk Analyst to support the VA C&P product line, including deployment and live issue resolution. You will work remotely from anywhere in the United States, resolving complex application problems for VA claims users.

The role requires leading shifts, performing senior reviews before escalation, and participating in a 24/7 on-call schedule. ITIL/HDI/CompTIA certifications are preferred.

Qualifications

• 4+ years of Tier 2 application support, including 1+ year as a shift lead
• Daily ServiceNow incident management experience
• Available for rotating 24/7 on-call schedule
• Able to obtain VA Tier 2 / Moderate Risk clearance and VA security training

Responsibilities

• Resolve Tier 2 incidents in ServiceNow with user contact and walkthroughs
• Lead two-senior-analyst review before escalation to Tier 3
• Coordinate Tier 3 and Tier 4 triage and live reproduction sessions
• Serve as on-call Senior Tier 2 with government laptop after hours
• Support high priority incident calls to resolution and log notes
• Write knowledge articles and lead weekly user screen-share sessions
• Mentor Tier 2 Analysts and lead a shift

Skills

English proficiency

Tier 2 support

Shift leadership

On-call rotation

Tools

ServiceNow

Job description

Triumph Enterprises, Inc. is seeking a Senior Tier 2 Service Desk Analyst to support the VA C&P product line, including deployment and live issue resolution. You will work remotely from anywhere in the United States, resolving complex application problems for VA claims users.

The role requires leading shifts, performing senior reviews before escalation, and participating in a 24/7 on-call schedule. ITIL/HDI/CompTIA certifications are preferred.