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Help Desk Manager

May 29, 2026

<div class="content-intro"> 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. </div><div>Job Description:  </div> <div> </div> <div>We are seeking a dynamic and experienced Help Desk Manager to lead our Business Operations Services Center (BOSC) Help Desk operations. This role will be pivotal in managing the daily operations and stakeholder relationships, 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 </div> Basic Requirements: <ul> <li>Ability to obtain a U.S. Federal Position of Trust clearance designation. </li> <li>Must reside in and be able to perform work in the United States. </li> <li>Must have lived in the United States for 3 of the last 5 years. </li> <li>Bachelor’s Degree in a related field is required.</li> <li>Minimum of eight (8) years’ experience working in Medicare programs preferred.</li> <li>Dynamic leader that has successfully managed a Help Desk team of 100+.</li> <li>Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team with potential to scale the program.</li> <li>Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization.</li> <li>Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.</li> <li>Experience with continuous improvement methodologies and commitment to driving process optimization.</li> <li>Proficiency with tools such as SNOW/CXOne/JIRA/Confluence.</li> <li>Key Attributes: <ul> <li>A thought leader who can inspire teams and lead by example.</li> <li>Adaptable and resourceful, with a proactive approach to problem-solving.</li> <li>Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.</li> <li>Excellent communication and collaboration skills</li> </ul> </li> </ul> Responsibilities: <ul> <li>Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation.</li> <li>Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services.</li> <li>Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems.</li> <li>Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs).</li> <li>Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement.</li> <li>Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution.</li> <li>Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly.</li> <li>Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures.</li> <li>Ensure compliance with organizational policies, procedures, and operational standards.</li> </ul> Public Trust Clearance: This role will require 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. <div class="content-conclusion">Why Tria? What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success. As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow. California Consumer Privacy Act (CCPA) We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review <a href="https://www.oag.ca.gov/privacy/ccpa">https://www.oag.ca.gov/privacy/ccpa</a>.</div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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