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HelpDesk Manager

extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Full time
Work from: 
Virginia (USA)

Offer summary

Qualifications:

Bachelor of Science degree or 4+ years of relevant experience., Minimum of seven years of experience in Help Desk management., Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired., Strong analytical, decision-making, and communication skills..

Key responsabilities:

  • Manage all aspects of the Help Desk service delivery model, including scheduling and staff development.
  • Develop and refine standard operating procedures and Help Desk policies.
  • Build and maintain relationships with internal and external stakeholders as the primary contact for the Help Desk.
  • Drive continuous improvement and innovation in service delivery through data-driven insights and emerging technologies.

Softrams logo
Softrams SME https://www.softrams.com/
201 - 500 Employees
See all jobs

Job description

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technology 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) is the premier middle-market Technology and Advisory services provider delivering mission-critical digital transformation solutions to Health and Public Safety agencies across the federal sector.

At Tria, we are a diverse and dynamic professional community driven by a mission rooted in service to colleagues, customers, and community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial wellbeing.

Job Description
We are seeking a dynamic and experienced Help Desk Manager to lead service delivery efforts within our Business Operations Service Center. The Help Desk operates on the CXone and ServiceNow platforms, with program management activities supported by tools like JIRA and Confluence. This roleis vital in our service delivery model and will serve as facilitator, mentor and coachto develop a team focused on continuous improvement opportunities. The Help Desk manager will also assistin managing stakeholder relationships, fostering a growth mindset, and driving continuous innovation to deliver exceptional customer experience. The ideal candidate is a thought leader with a proven track record in meeting and exceeding Service Level Agreements (SLAs) and driving the program forward through strategic insight and proactive management.  

Basic Requirements
  • Ability to obtain a U.S. Federal Position of Trust clearance designation.  
  • Must reside in and be able to perform work in the United States.  
  • Must have lived in the United States for 3 of the last 5 years.  
  • Bachelor of Science degree or 4+ years of prior relevant experience.  
  • Minimum of five (5) years’ experience working in Medicare programs (entitlement and beneficiary demographics) preferred.  
  • Minimum of seven (7) years of experience in Help Desk management preferred.  

    • Additional Qualifications
  • Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired. 
  • Proven track record in leading teams to meet and exceed SLAs. 
  • Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. 
  • Experience with continuous improvement methodologies and commitment to driving process optimization. 
  • Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. 
  • Excellent written, verbal, and interpersonal communication skills.   

    • Responsibilities
  • Manage all aspects of the service delivery model for the Help Desk such as scheduling, training, staff development, etc. Responsible for day-to-day activities to ensure all systems are operational and customer needs are being addressed timely.  
  • Develop, update, and refine standard operating procedures and Help Desk policies to ensure adherence to established requirements. 
  • Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for the Help Desk. 
  • Guide, coach, and mentor the team to increase productivity, efficiency and agility in delivering outstanding customer experience. 
  • Ensure the Business Operations Services Center Help Desk consistently meets and exceeds program SLAs and additional performance metrics.  
  • Utilize data-driven insights to optimize processes, address performance gaps, and set benchmarks for service delivery excellence. 
  • Implement scorecards and performance tracking metrics to maintain high standards in service delivery. 
  • Promote a culture of continuous improvement, leveraging CXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction. 
  • Drive innovation through emerging tools and technologies, such as conversational AI, automated quality assurance, and real-time dashboards. 
  • Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment. 
  • Serve as a thought leader within the organization, proactively identifying and implementing best practices to support operational competence. 
  • Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment. 
    • Public Trust Clearance:
    This role requires the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. 
     
    Work Location:
    We have open-collaboration offices in Leesburg, VA, Arlington, VA, and Baltimore, MD for those who may prefer to work on-site. However, Softrams, a Tria Federal Company, is a 100% remote-first team environment and works in the eastern time zone. Standard work hours are 9am ET to 5pm ET with flexibility around start and end times based on team needs.

    About Softrams:
    Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technology 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) is the premier middle-market Technology and Advisory services provider delivering mission-critical digital transformation solutions to Health and Public Safety agencies across the federal sector.

    At Tria, we are a diverse and dynamic professional community driven by a mission rooted in service to colleagues, customers, and community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial wellbeing.

    EEO Statement:
    Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at recruiting@softrams.com 

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    ServiceNowHelp Desk SupportAtlassian ConfluenceJIRAStakeholder CommunicationsContinuous Improvement ProcessDigital DashboardsConversational AI

    Other Skills

    • Decision Making
    • Analytical Skills
    • Quality Assurance
    • Mentorship
    • Team Leadership
    • Communication
    • Problem Solving
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