Service Desk Lead / Program Manager - VA C&P Help Desk 2.0 (Remote)

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. is recruiting a Service Desk Lead / Program Manager for our proposed support to the Department of Veterans Affairs (VA) Office of Information and Technology, Compensation and Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support Services 2.0. This position is contingent upon contract award. Remote work from anywhere in the United States.

ABOUT THE WORK

The Service Desk Lead manages Triumph's Tier 2 service desk and release support team for a Department of Veterans Affairs (VA) claims-processing product line. You own delivery to the service-level agreements, lead a remote team of analysts across extended hours, and are the contractor's primary point of contact with the VA program office.

WHAT YOU WILL DO

• Plan, monitor and control all work; maintain the project management plan and bi-weekly progress reports, including workforce 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 Contracting Officer's Representative (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

MINIMUM QUALIFICATIONS

• Able to read, write, speak and understand English
• Able to obtain and keep a VA Tier 2 / Moderate Risk background investigation; complete VA privacy and security training and sign the Contractor Rules of Behavior before system access
• 7+ years in IT service desk or application support, including 3+ years leading Tier 2 teams of 10 or more
• Experience managing to service-level agreements in ServiceNow
• Bachelor's degree, or 4 additional years of relevant experience in lieu of a degree
• Able to travel about once a year (2 days; Charleston, SC or Washington, DC)

PREFERRED CERTIFICATIONS

• Project Management Professional (PMP) or Certified Associate in Project Management (CAPM)
• ITIL 4 Foundation
• ServiceNow Certified System Administrator (Triumph will sponsor the exam for the selected candidate)

OTHER PREFERRED QUALIFICATIONS

• Current VA or other federal Public Trust / Moderate Risk investigation (reciprocity to be confirmed)
• Experience with VA Veterans Benefits Management System (VBMS) or Veterans Benefits Administration (VBA) claims applications

SCHEDULE AND LOCATION

Remote within the United States; core hours Eastern; escalation point for 24/7 on-call; 1 trip a year.

Triumph Enterprises, Inc. is a Service-Disabled Veteran-Owned Small Business headquartered in Fairfax, Virginia, operating under an ISO 9001:2015-certified quality management system. We price our work based on local market wages, ensuring we fairly compensate our team rather than paying the bare minimum.

Triumph Enterprises, Inc. is an Equal Opportunity Employer. We hire strictly on the basis of qualifications and merit, providing equal consideration to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.