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.
Basic 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 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 Service Now/JIRA/Confluence.
- 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
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.
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.
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 https://www.oag.ca.gov/privacy/ccpa.
Tria Federal Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Tria Federal and has not been reviewed or approved by Tria Federal.
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Retirement Support — The package includes a 401(k) with an employer match and immediate vesting, characterized as generous and automatic. The retirement plan is repeatedly described as a standout element within the overall offering.
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Healthcare Strength — Core medical, dental, vision, life, and disability coverage are provided, with materials describing minimal out-of-pocket costs. Health insurance is often characterized as good overall, particularly for individual coverage.
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Leave & Time Off Breadth — PTO is described as generous with accrual that increases with tenure and includes 12 paid holidays, alongside paid parental leave. These components indicate a broad time-off offering.
Tria Federal Insights
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What We Do
Tria Federal (Tria) 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 help them complete their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, our technology innovation group Tria Labs is pushing the boundaries of what is possible through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that will face government tomorrow.
