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 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:  

Softrams is seeking to hire a Help Desk Lead to support the delivery of high-quality service to our user community within our Business Operations Service Center. This role will support and work closely with the Help Desk Manger to oversee the service delivery model and service as facilitator, mentor and coach for the help desk team. The Help Desk Lead will focus on adherence to meeting and exceeding Service Level Agreements both at the individual and team level and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.  

• 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’s Degree or 3 years’ experience equivalent experience in a related field is required.   
• Minimum 3 years’ experience with help desk support and operation in a federal IT environment.   
• Minimum of 3 years’ working experience with providing customer support and managing help desk operations. 

• Must be able to communicate with management, peers, and customers effectively and professionally, demonstrating sound judgment/reasoning skills.  
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.   
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).   
• Experience with cloud-based Call Center Software, specifically CXone.   
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.  
• Ability to multitask in a fast-paced federal help desk atmosphere.  
• Previous experience working on a Federal Service Desk project.  
• Thrive in a collaborative environment and maintain a positive, professional demeanor.   
• ServiceNow knowledge or experience is a big plus.  
• Expertise with Agile tools like JIRA, Confluence, Slack etc. is desired.  
• Outstanding communication, presentation, and leadership skills.  
• Creative, visionary, critical thinking, and problem-solving skills.  
• Exemplifies professional standards with a specific focus on documentation, power skills, and work ethic. 

• Previous experience working on a Federal Service Desk project.  
• Thrive in a collaborative environment and maintain a positive, professional demeanor.   
• ServiceNow knowledge or experience is a big plus.  
• Expertise with Agile tools like JIRA, Confluence, Slack etc. is desired.  
• Outstanding communication, presentation, and leadership skills.  
• Creative, visionary, critical thinking, and problem-solving skills.  
• Exemplifies professional standards with a specific focus on documentation, power skills, and work ethic. 

• Assist the Help Desk Manager with the management of 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 addressedtimely. 
• Assist with the development and maintenance of standard operating procedures and Help Desk policies to ensure adherence to established requirements.  
• Provide feedback to individual team members and Help Desk management to encourage continuous improvement in service delivery.  
• Convert outcomes of user research, human centric design, and usability testing into backlog and/or roadmap activities as needed.  
• Contribute to the development, review, and analysis of reports delivered to CMS stakeholders.  
• Lead a dynamic and multi-functional team to create a vision, develop, and enhance services or products on a day-to-day basis.  
• Guide, coach, and mentor the team to increase productivity and agility- within the team and the broader environment. Help the team learn how to communicate their needs.  
• Ensure the Business Operations Services Center Help Desk consistently meets and exceeds program SLAs and additional performance metrics. 
• Serve as a liaison between the stakeholders and the Help Desk, sharing communication, status updates, or other important information.  
• Develop and enhance Subject Matter Expertise in assigned program area, while supporting other areas of the program. 
• Promote a culture of continuous improvement, leveraging CXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction.  

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 

Know your rights poster: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf