Negotiable Salary
Trinity Global Consulting
Dulles, VA 20166, USA
Duties May Include: Serve as primary liaison between contractor and Government leadership for all TSD operations and performance matters Oversee program management support services including staffing, quality assurance, performance management, and knowledge management Ensure continuous monitoring and management of TSD call, chat, email and ticket workflow across all tasks and locations Lead operational event identification, escalation, and after-action reporting to mitigate impact of volume spikes and staffing issues Coordinate incoming and outgoing transition activities including incumbent capture and knowledge transfer Deliver monthly Program Management Review meetings and comprehensive performance reports to Government leadership Requirements Required Qualifications: Minimum of five (5) years of experience managing a 24 hour a day, 7 day per week Information Technology (IT) service desk of at least 50 staff Bachelor's degree in Business Administration, Information Technology, or related field Demonstrated experience with ITIL and HDI service desk standards and best practices Strong leadership, communication, and problem-solving skills with proven ability to manage large-scale operations Experience with government contracting and compliance requirements (FAR/DFARS, EEO/OFCCP) Ability to obtain and maintain CBP Background Investigation Desired Qualifications: Master's degree in related discipline PMP (Project Management Professional) certification Experience with CBP or DHS contracts and operations Knowledge of ServiceNow and Amazon Connect platforms Previous experience managing cleared personnel and facilities 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.