Tria Federal

Role Description We are looking for a highly skilled Deputy Program Manager to lead our Business Operations Services Center, which operates on the CXone and ServiceNow platforms, supported by tools like JIRA and Confluence. This role is pivotal in managing stakeholder relationships, fostering a growth mindset, and driving continuous innovation to deliver exceptional customer experiences. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Service Level Agreements (SLAs) and driving the program forward through strategic insight and proactive management. Qualifications - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - 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 a commitment to driving process optimization. - Proficiency in using project management and collaboration tools like JIRA and Confluence. - A thought leader who can inspire teams and lead by example. - Adaptable and resourceful, with a proactive approach to problem-solving. - Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. 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 in business, management, information systems, or related field. MBA or equivalent is a plus. - Minimum of 7 years in project/program management or operations, preferably within a business operations service center environment. Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired. Responsibilities - Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for the Business Operations Services Center. Translate their needs into actionable program goals and deliverables, ensuring alignment with the organization’s strategic objectives. - Continuous Innovation: 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. - Growth Mindset and Thought Leadership: 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. - SLAs and Performance Management: Ensure the Business Operations Services Center consistently meets and exceeds SLAs. Utilize data-driven insights to optimize processes, address performance gaps, and set benchmarks for excellence. Implement scorecards and performance tracking metrics to maintain high standards in service delivery. - Program Execution and Project Management: Lead cross-functional initiatives, coordinating between technical and business teams to deliver seamless operations. Use tools like JIRA and Confluence to manage project timelines, track progress, and document key outcomes. Oversee the transition plan, including defining milestones, setting timelines, and ensuring readiness for all program phases. - Strategic Road Mapping: Develop a roadmap that aligns with the company’s goals, focusing on scalable solutions that meet both short-term operational needs and long-term strategic vision. Regularly review and refine the roadmap to incorporate feedback, new technology trends, and evolving business requirements. - Public Trust Clearance: Many of our roles 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. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career as we grow.

Role Description 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. Qualifications - 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 in a related field is required. - Minimum of eight (8) years’ experience working in Medicare programs preferred. - Dynamic leader that has successfully managed a Help Desk team of 100+. - 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. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - 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. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. Requirements - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career as we grow. - A culture that fosters inclusion and opportunity for all. 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.

Role Description Tria Federal is seeking a Program Manager to support a large-scale Department of Veterans Affairs (VA) Office of Information and Technology (OIT) Infrastructure Operations initiative focused on Application Hosting, Compute & Storage services. This effort supports mission-critical VA enterprise systems and operational environments across hybrid cloud and on-premises infrastructure ecosystems. The Program Manager will lead enterprise infrastructure operations supporting: - Cloud operations - Enterprise hosting - Compute environments - Virtualization - Enterprise storage operations - Disaster recovery - Operational sustainment - Infrastructure modernization - Cybersecurity compliance activities The ideal candidate will possess deep experience managing large federal operational environments with a strong background supporting hybrid cloud operations, enterprise infrastructure sustainment, operational governance, and large-scale technical delivery programs. *CONTINGENT UPON CONTRACT AWARD* Qualifications - Fifteen (15) years of experience supporting enterprise IT operations. - At least ten (10) years managing large federal infrastructure or operational support programs. - Strong communication skills with the ability to lead executive briefings, customer engagements, operational governance meetings, and cross-functional technical discussions. - Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Management, or related field. Requirements - Experience managing large operational support contracts supporting: - Enterprise hosting services - Cloud operations - Infrastructure sustainment - Virtualization operations - Enterprise storage environments - Disaster recovery operations - Operational modernization initiatives - Experience managing hybrid cloud operational environments leveraging AWS, Azure, VMware, OpenShift, and enterprise virtualization technologies. - Experience leading operational governance activities including: - SLA/KPI management - Executive reporting - Risk management - Operational reviews - Transition planning - Customer engagement - Cross-functional coordination - Experience supporting enterprise cybersecurity and compliance initiatives including: - RMF - NIST 800-53 - FedRAMP - Continuous monitoring - Vulnerability remediation - Audit readiness - Experience leading geographically dispersed technical teams supporting 24/7/365 operational environments. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career. - A culture of inclusion and opportunity for all.

Role Description The successful candidate will be able to work in a diverse SAFe/Agile, .NET environment with minimal supervision and constantly changing requirements. This is a senior level position, and the candidate will be expected to provide team and technical leadership, communications, and coordination. Qualifications - Experience in development of secure web applications using .Net 4.x Framework - Experience in C#, Webforms, MVC, Web API, ADO.Net, Entity Framework - Must be able to acquire a Public Trust security clearance - Experience with web-service development, in SOAP/XML, REST, JSON, WSD, jQuery, Bootstrap, Ajax, CSS - Strong knowledge of Object-Oriented concepts, principles, and patterns - Experience with Agile/Scrum Methodology - Applicant must be able to work in the U.S. without sponsorship - Familiarity with Microsoft Azure, DEVOP/CICD Pipeline, OWASP vulnerabilities - Experience with GITHUB or GIT - Experience in creating and maintaining SQL tables, views, stored procedures, functions and triggers - Experience with SSDT, MS SSRS - Experience in .NET Core Framework - Experience in SAFe Agile Requirements - Perform complex analysis, design, development, testing, and debugging of computer software - Maintain responsibility for activities that range from software design, coding, unit testing, and orchestration - Participate as an active member of the scrum team, providing input to team velocity and sprint ceremonies, planning, demonstrations, and retrospectives Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness - Opportunities to learn new skills, seize new challenges, and advance your career as we grow

Role Description We are seeking a senior FHIR Subject Matter Expert with deep expertise in healthcare interoperability, federal health IT modernization, and standards-based data exchange. This role will provide thought leadership across multiple CMS programs and support strategic growth and business development activities focused on interoperability, digital quality, value-based care, and health data modernization. - The FHIR SME will serve as a trusted advisor to internal teams, federal clients, and partner organizations. - Primary focus on supporting CMS offices such as the Center for Clinical Standards and Quality (CCSQ) and the Center for Medicare and Medicaid Innovation (CMMI). - Help translate complex CMS, ONC/ASTP, and HL7 interoperability priorities into practical strategies, architectures, implementation approaches, and delivery roadmaps. - Bridge policy, technology, and business strategy to design scalable, compliant, and mission-aligned solutions. Qualifications - In-depth knowledge of FHIR architecture, resources, profiles, extensions, terminology, APIs, implementation guides, and real-world implementation patterns. - Experience working directly with EHR vendors and EHR platforms (such as Epic, Cerner/Oracle Health, MEDITECH, etc.) to implement interoperability solutions. - Experience with FHIR R4 and familiarity with emerging FHIR standards, accelerators, and implementation communities. - Understanding of ONC/ASTP regulations, USCDI, TEFCA, information blocking requirements, API standards, and national health data exchange policy. - Experience with electronic clinical quality measures (eCQMs), digital quality measurement (dQMs), HEDIS, NCQA certification, measure implementation, or quality reporting platforms. - Demonstrated ability to analyze complex healthcare policy, business processes, identify interoperability gaps, and recommend practical improvements. Requirements - Ability to successfully 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. - A bachelor’s degree is required, preferably in computer science, health informatics, public health, information systems, engineering, biomedical informatics, or a related field. - 10+ years of experience in healthcare technology, health IT modernization, interoperability, data architecture, digital transformation, or related healthcare consulting. - 5+ years of hands-on experience with HL7 FHIR, HL7 standards, healthcare APIs, interoperability frameworks, implementation guides, or standards-based health data exchange. - 3+ years of experience supporting federal health programs, CMS programs, state health agencies, health information exchanges, payers, providers, or other large healthcare organizations. - Experience translating healthcare policy, program requirements, and interoperability mandates into technical strategies, product roadmaps, architecture recommendations, or implementation plans. - Strong oral and written communication skills, including the ability to communicate complex technical and policy concepts to executive, technical, and non-technical audiences. Responsibilities - Serve as a senior interoperability and FHIR advisor across multiple CMS programs, delivery teams, and business development initiatives. - Act as the bridge between healthcare policy, quality programs, EHR implementation realities, and scalable technical architectures. - Provide thought leadership on FHIR, HL7, healthcare APIs, digital quality, data modernization, and federal interoperability strategy. - Advise CMS stakeholders, program leaders, and internal teams on practical approaches for implementing standards-based healthcare data exchange. - Translate CMS, ONC/ASTP, and HL7 policy and technical requirements into implementation strategies, solution designs, roadmaps, and actionable delivery guidance. - Support CMS offices such as CCSQ and CMMI in advancing interoperability, digital quality measurement shaping, and data-driven program modernization. - Review solution architectures, data models, APIs, implementation guides, and system designs to ensure alignment with FHIR best practices and federal health IT priorities. - Lead or support discovery sessions, stakeholder workshops, technical working groups, client briefings, and cross-program interoperability discussions. - Support business development and capture activities by shaping technical solutions, contributing to proposals, developing white papers, supporting oral presentations, and advising on market strategy. - Monitor emerging trends in interoperability, CMS policy, ONC/ASTP regulation, HL7 standards, AI-ready healthcare data, and digital health modernization. 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. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career. - A culture of inclusion and opportunity for all.

Role Description We are looking for a highly skilled Lead Salesforce Developer to join our team. The successful candidate has proven capability to develop solutions in Salesforce and will work with business analysts, architects, and other members of the team to help drive innovation using the Salesforce platform. Qualifications - Previous experience with Salesforce Sales Cloud, Service Cloud - Some experience with Salesforce integrations, both point-to-point and middleware - Deployments using Copado preferred - Knowledge of GIT and CI/CD is a must - Strong communication and analytical skills - Salesforce Certified Administrator - Salesforce Certified Platform Developer I - Salesforce Certified JavaScript Developer (greatly preferred) 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 (bachelor's degree in computer science or equivalent preferred) - A minimum of 7 years Salesforce (and 9 years of overall IT industry experience) - Develop and customize Salesforce user experiences using Lightning Web Components (LWC), Aura, and Visualforce, integrated with back-end services (Apex/controllers) - Partner with design, product, and engineering to implement features end-to-end; troubleshoot and resolve UI defects - Produce and maintain technical approach/design documentation and adhere to coding standards for clean, maintainable code Responsibilities - Develop and maintain Salesforce solutions according to business requirements and goals - Work with a team of developers and follow the Salesforce best practices - Perform code reviews - Help establish the scope and effort estimates for development - Ensure that development projects meet business requirements and goals, fulfill end-user requirements, and identify and resolve systems issues - Be adaptable and willing to take on tasks that may fall outside of the typical responsibilities of a developer to help the team meet sprint goals, such as: - Help leads or architects with technical documentation - Mentor developers blocked with any sprint tasks - Unit testing and demos - Propose new Salesforce solutions from recent releases and suggest industry best practices - Collaborate with cross-functional team members, including product owners, business analysts, developers, and testers, to plan and execute project sprints Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness - Opportunities to learn new skills, seize new challenges, and advance your career

Role Description The HRIS [Sr Specialist/Manager] is responsible for the administration, optimization, and maintenance of the organization’s Human Resources Information Systems, with a primary focus on ADP Workforce Now. This role supports core HR functions—including benefits, onboarding, learning, performance, and compensation—while ensuring data integrity, regulatory compliance, and delivering reporting and analytics to support strategic decision-making, including executive and Board-level insights. Key Responsibilities - HRIS & ADP System Management - Administer and support ADP Workforce Now and stay up to date with new releases of features and functionality. - Configure, maintain, and optimize modules including: - Learning Management System (LMS) - Performance Management - Compensation - Onboarding - Maintain and enhance ADP dashboards and landing pages for various employee groups. - Ensure accuracy, integrity, and security of employee data. - Support system upgrades, enhancements, testing, implementations, and mass data uploads. - Support and maintain integrations between ADP Workforce Now and ATS platforms, including Greenhouse. - Benefits Administration - Manage benefits programs, including system setup, configuration, and maintenance. - Maintain relationships with benefits providers and vendors. - Support benefits billing reconciliation and vendor invoice audits. - Lead and support Open Enrollment, including configuration, testing, and employee communications. - Support 401(k) plan administration, including audits and compliance activities. - Assist with preparation and review of Form 5500 filings. - Reporting, Compliance & Analytics - Develop and deliver standard and ad hoc reports, dashboards, and visualizations. - Analyze HR data to support workforce planning and strategic initiatives. - Prepare and deliver reporting and analytics for senior leadership and Board of Directors. - Manage compliance reporting, including: - VETS-4212 - EEO-1 - Affirmative Action Plans (AAP) - OSHA 300 logs - Form 5500 - Support OFCCP audits, including data preparation, validation, and submission. - Conduct workforce analytics (e.g., promotions, compensation, diversity metrics). - Ensure compliance with DOL, OSHA, OFCCP, and internal data governance policies. - Onboarding & Employee Experience - Support and optimize onboarding workflows within ADP and Greenhouse. - Enhance system usability to improve overall employee experience. - Cross-Functional Support - Partner with HR, Payroll, Finance, IT, and external vendors to enhance system functionality. - Support Business Development and proposal efforts with HR data requests. - Troubleshoot system issues and provide end-user support and training. - Collaborate with Finance on audits, benefits billing, and retirement plan compliance. - Documentation & Governance - Maintain documentation for HRIS processes, configurations, and system updates. - Ensure data privacy, security, and audit readiness. Qualifications - Bachelor’s degree in Human Resources, Information Systems, Business, or related field. - 2–5+ years of HRIS or HR operations experience. - Hands-on experience with ADP Workforce Now (LMS, Performance, Compensation, Onboarding modules). - Experience with ATS platforms (Greenhouse preferred). - Experience managing benefits programs, including billing reconciliation and vendor management. - Experience supporting 401(k) administration, audits, and Form 5500 filings. - Experience with compliance reporting (VETS-4212, EEO-1, AAP, OSHA, OFCCP). - Advanced Excel skills, including: - Pivot Tables - VLOOKUP/XLOOKUP - Data cleansing and analysis - Slicers and timelines - Dashboard creation and automation - Strong attention to detail and data accuracy. Preferred Qualifications - Experience supporting OFCCP audits and affirmative action programs. - Experience with OSHA 300 reporting. - Experience with workforce and career progression analytics. - Experience customizing ADP interfaces and dashboards. - Experience with Power BI or similar tools. - HR certification (SHRM-CP, PHR) preferred. Key Competencies - ADP Workforce Now expertise. - ATS systems (Greenhouse). - Advanced Excel and data visualization. - HR systems configuration and optimization. - Regulatory compliance (DOL, OFCCP, EEO, AAP, OSHA, ERISA). - Benefits administration, billing, and retirement plan compliance. - Workforce analytics and executive reporting. - Problem-solving and troubleshooting. - Strong communication and stakeholder collaboration. - High level of confidentiality and integrity. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career.

Role Description Softrams is seeking a Senior Product Manager/Health Insurance Policy SME with expertise understanding the Affordable Care Act (ACA) and health insurance marketplace and in translating federal policy into requirements and documenting those requirements as user stories. The Senior Product Manager/Health Insurance Policy SME works with the team to prioritize policy changes and features and build software products. This role is part of a collaborative and agile team that supports and builds modern, usable, and responsive applications for mission-critical health IT solutions. Qualifications - Demonstrated abilities to analyze complex business processes and operations. - Ability to represent user needs as user story requirements. - Ability to identify gaps and come up with improvements. - Excellent oral and written communication skills. - Comfort with ambiguity and a knack for bringing order to chaos. - Experience helping new teams form and norm. - In-depth knowledge of the ACA and health insurance marketplace. - Experience working with public facing civic tech projects. - Experience with Scaled Agile Framework (SAFe). - Agile certifications relevant to product owner and product analyst roles (e.g., PMI-ACP, CPM, CPO, CSM, PSM, SAFe POPM). - Ability to perform business process modeling and develop business process flows and concepts of operation for complex systems. Requirements - Ability to successfully 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. - A bachelor’s degree is required. - 8 years of experience in software agile delivery working with sprint teams to implement solutions in line with product requirements and using agile collaboration tools (Jira, Confluence, etc.). - 5+ years of total experience as a product owner, business analyst, product analyst, and experience supporting the capture of requirements and developing business process models. - 3+ years of experience with healthcare IT programs including working with ACA health insurance regulations. Responsibilities - Work with dynamic and multi-functional teams to help develop and/or enhance products on a day-to-day basis. - Follow an Agile methodology while performing in a highly collaborative environment to deliver incremental working software with end-to-end user experience in mind. - Become an expert in the client’s regulations, policies, and systems. - Work with the Product Owner and Product Manager, designers, the customer, users, and other stakeholders to capture product requirements as user stories with robust acceptance criteria that meet customer needs and address pain-points. - Conduct policy analysis toward developing and adapting business requirements. - Conduct product analysis sessions, work group calls, user research, and usability testing and engage customers to provide requirements and feedback. - Work with sprint team to implement and accept user stories as defined. - Work with the customer to develop agile documentation and oversee quality assurance activities (SOPS, QA processes, metrics, reporting). - Develop Change Requests following change control policies and procedures established to monitor and control product vision. Public Trust Clearance Many of our roles 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. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career. - Cultivation of a culture in which all can thrive personally and professionally.

Role Description 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. Qualifications - 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 in a related field is required. - Minimum of eight (8) years’ experience working in Medicare programs preferred. - Dynamic leader that has successfully managed a Help Desk team of 100+. - 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. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - 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. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. Requirements - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career as we grow. 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.

Role Description 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. Key Responsibilities - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Key Attributes - A thought leader who can inspire teams and lead by example. - Adaptable and resourceful, with a proactive approach to problem-solving. - Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. - Excellent communication and collaboration skills. Qualifications - 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 in a related field is required. - Minimum of five (5) years’ experience working in Medicare programs preferred. Additional Qualifications - Dynamic leader that has successfully managed a Help Desk team of 100+. - 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. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - 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. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. 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. Benefits - Comprehensive compensation structure including competitive base salaries. - Performance-based incentives. - Spot bonuses. - Referral bonuses. - Top-tier benefits package to invest in your physical, mental, and financial health and wellness.