Service Desk Lead – Program Manager, VA C&P Help Desk 2.0

Job not on LinkedIn

🕒 5 days ago

🇺🇸 United States – Remote

💵 $105k - $125k / year

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 0%

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Triumph Enterprises, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

🎖️ Defense

📦 Logistics

🏭 Manufacturing

Defense • Logistics • Manufacturing

Triumph Enterprises, Inc. is a service disabled veteran owned small business committed to delivering exceptional services, solutions, quality, and value to federal clients. The company specializes in a range of services including cybersecurity, business intelligence, program management, additive manufacturing, and IT service management. Triumph emphasizes the importance of data-driven insights and proactive solutions to meet the evolving needs of the federal government, challenging traditional approaches to ensure mission success.

📋 Description

• Manage Triumph's Tier 2 service desk and release support team for a VA claims-processing product line • Own delivery to service-level agreements • Lead a remote team of analysts across extended hours • Serve as the contractor's primary point of contact with the VA program office • 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, including knowledge transfer, staff onboarding, background investigation tracking, and Government-furnished equipment • Run the Tier 2 service desk with staffing schedules across 102 coverage hours per week and a 24/7 on-call rotation • Enforce 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

🎯 Requirements

• U.S. citizenship required • 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 • 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) • PMP or CAPM preferred • ITIL 4 Foundation preferred • ServiceNow Certified System Administrator preferred • Current VA or other federal Public Trust / Moderate Risk investigation preferred • Experience with VA VBMS or VBA claims applications preferred • Federal contract transition experience preferred

🏖️ Benefits

• Remote work from anywhere in the United States • Ability to travel about once a year (2 days; Charleston, SC or Washington, DC) • Triumph will sponsor the ServiceNow Certified System Administrator exam for the selected candidate • Equal consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status

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