Help Desk Team Lead

Who we are: Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow. We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply. Help Desk Lead Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technological implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans. Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) delivers mission-critical technical expertise and digital services informed by deep customer expertise to Health and Public Safety agencies across the federal sector. At Tria, we are a dynamic professional community driven by a mission rooted in service to colleagues, customers, and the community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial well-being. Job Description: We are seeking a dynamic and experienced Help Desk Lead to lead our Business Operations Services Center Help Desk customer service team. This role will be pivotal in managing the daily operations of a team of customer service help desk agents, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management. Key Responsibilities: Oversee daily operations and performance of a team of help desk customer service agents. Develop and implement help desk procedures, standards, and best practices Ensure prompt resolution or proper escalation of all inquiries related to supported applications Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs) Analyze historical and forecasted trends to develop data driven recommendations Provide oversight into the development and maintenance of knowledgebase information Collaborate with the internal program teams for the development and implementation of new technologies and procedures. Ensures compliance with organizational operational policies and processes. Coach and develop help desk agents at all performance levels, providing targeted feedback to help low performers improve and growth opportunities to keep high performers engaged. Basic Requirements: Ability to obtain a U.S. Federal Position of Trust clearance designation. Must reside in and be able