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

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

• 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, 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 LOCATION

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

WHY TRIUMPH

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.