HelpDesk Manager

Softrams, a Tria Federal company, is seeking a dynamic and experienced Help Desk Manager to lead service delivery efforts within their Business Operations Service Center. 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.

Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• 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.
• 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.

Benefits

• top-tier benefits package to support their physical, mental, and financial wellbeing