Negotiable Salary
Trinity Global Consulting
Dulles, VA 20166, USA
Duties May Include: Schedule and supervise contractor personnel ensuring appropriate coverage across all tasks and locations (Ashburn, Orlando, San Antonio) Monitor and manage real-time TSD call, chat, email and ticket workflow adjusting staffing assignments to mitigate operational impacts Ensure supervisory coverage on all shifts with at least one supervisor covering each associated location Coordinate operational event response including volume spikes, wait time increases, and system outages Manage staff onboarding and offboarding processes including background investigation coordination Implement quality assurance measures and performance monitoring to meet AQL standards Requirements Required Qualifications: Minimum of three (3) years of IT service desk supervisory experience Bachelor's degree in Information Technology, Business Administration, or related field preferred Strong managerial, communication, and problem-solving skills Experience with 24x7x365 operations management and staff scheduling Knowledge of service desk tools and technologies (ServiceNow, call management systems) Ability to obtain and maintain CBP Background Investigation Desired Qualifications: Experience managing geographically distributed teams ITIL Foundation certification Knowledge of government contracting and compliance requirements Experience with cleared facility operations Project management certification (PMP, CAPM) Bilingual (English/Spanish) capabilities Benefits At Trinity Global Consulting (TGC), we value our employees and provide a comprehensive benefits package that includes: Medical, Dental & Vision Coverage – Full coverage for employees and family through CareFirst and VSP. Paid Time Off – Minimum of 2 weeks PTO in accordance with contract requirements. Paid Holidays – 11 federal holidays observed annually. Disability & Life Insurance – Short-term/long-term disability, life insurance, and AD&D coverage included. 401(k) Retirement Plan – Competitive plan managed through Ameritas. Professional Training – Formal training provided as required, with additional learning opportunities based on role.