Help Desk Lead

Summary

Join Softrams, a Tria Federal company, as a Help Desk Lead and support the delivery of high-quality service to our user community. You will work closely with the Help Desk Manager, overseeing service delivery and mentoring the team. This role focuses on meeting and exceeding Service Level Agreements, driving continuous innovation, and delivering exceptional customer experiences. The ideal candidate is highly focused, detail-oriented, and able to multitask in a fast-paced environment. Softrams offers a remote-first work environment with flexible hours and a top-tier benefits package.

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’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

Responsibilities

• 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 addressed timely
• 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

Preferred Qualifications

• 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

Benefits

• Top-tier benefits package to support their physical, mental, and financial wellbeing
• 100% remote-first team environment
• Flexibility around start and end times based on team needs