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 WORKThe 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
- Federal contract transition experience
SCHEDULE AND LOCATIONRemote within the United States; core hours Eastern; escalation point for 24/7 on-call; 1 trip a year.
