[Remote] Technical Program Manager

Note: The job is a remote job and is open to candidates in USA. Tria Federal is a company that provides digital services and technology solutions to support the health and safety of veterans and civilians. They are seeking a seasoned Operations & Technical Program Manager to oversee a high-volume federal contact center program, focusing on service delivery and technical program management. The role requires managing operations, driving innovation, and ensuring compliance with federal standards.

Responsibilities

• Own end-to-end service delivery across all program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per month
• Serve as the primary COR-facing point of accountability; lead weekly, monthly, and quarterly program reviews with CMS stakeholders
• Manage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, quality assurance, workforce planning, and performance monitoring
• Provide leadership across Tier 1, Tier 2, and specialized support teams to ensure operational alignment, responsiveness, and accountability
• Monitor key performance indicators, including average speed to answer, abandonment rate, first call resolution, mean time to resolve, ticket aging, customer satisfaction, backlog volume, and SLA compliance
• Partner with staffing, training, workforce management, and quality teams to ensure proper coverage, skill alignment, and continuous improvement of helpdesk performance
• Identify operational risks, service delivery gaps, and recurring issues, and implement corrective action plans to improve outcomes
• Serve as a key customer-facing leader for operational reviews, performance discussions, transition activities, and executive-level reporting
• Support transition-in, ramp-up, stabilization, and continuous improvement activities across the program
• Lead the technical program management function for the helpdesk platform, including management of the technical roadmap, service desk backlog, process automation initiatives, and platform enhancement priorities
• Work closely with engineering, service management, cybersecurity, infrastructure, and application teams to identify, prioritize, and implement technical improvements that enhance helpdesk efficiency and user experience
• Lead sprint planning, backlog grooming, velocity tracking, and retrospectives using Agile/SAFe methodologies
• Partner with engineering and solution architects to define technical requirements, acceptance criteria, and definition-of-done standards for platform features
• Drive implementation and optimization of the Amazon Connect contact center platform — including Amazon Lex chatbot deflection, Contact Lens QA analytics, and Amazon Q AI integration
• Oversee ServiceNow (SNOW) integration planning and external dependency management (e.g., ICF-managed enterprise SNOW enhancements)
• Own and manage the service desk innovation backlog, ensuring that requirements are clearly defined, prioritized, tracked, and delivered in alignment with program objectives
• Drive adoption of modern service desk capabilities, including automation, self-service, knowledge management, AI-enabled support, analytics, workflow optimization, and improved integration across ITSM platforms
• Translate operational pain points into actionable technical initiatives and measurable improvement plans
• Facilitate cross-functional planning sessions, backlog reviews, sprint prioritization, stakeholder updates, and implementation readiness discussions
• Ensure technical initiatives are aligned with federal contract requirements, security standards, operational needs, and customer priorities
• Champion a culture of innovation within the service desk; identify and prototype AI/automation use cases including predictive analytics, workforce management (WFM) optimization, and automated QA
• Evaluate emerging contact center technologies (voice bots, LLM-powered agent assist, omnichannel routing) and develop business cases for adoption
• Lead development of innovation proposals, ROM analyses, and surge CLIN responses aligned to government appetite for modernization
• Track industry benchmarks and federal contact center best practices; embed findings into program improvement plans
• Collaborate with BD/capture teams on white papers, past performance documentation, and proposal technical volumes
• Develop and implement strategies to improve service desk performance, reduce call and ticket volume, increase first-contact resolution, and improve customer satisfaction
• Use data-driven analysis to identify trends, recurring incidents, process bottlenecks, knowledge gaps, and automation opportunities
• Champion ITIL-based service management practices, including incident management, request fulfillment, problem management, change coordination, knowledge management, and continual service improvement
• Lead root cause analysis efforts for recurring issues and ensure corrective actions are implemented and tracked to closure
• Partner with knowledge management teams to improve scripts, standard operating procedures, job aids, and self-service content
• Establish a culture of accountability, responsiveness, innovation, and customer-focused service delivery

Skills

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
• 10+ years of progressive experience in federal IT service delivery or contact center program management
• Minimum 5 years in a senior program management role overseeing operations of 100,000+ monthly contact center interactions within a federal government contract environment
• Demonstrated experience managing multi-CLIN, multi-vendor federal contracts at CMS, HHS, or comparable civilian health agencies
• Proven Agile/SAFe TPM experience: backlog ownership, sprint cadence management, and stakeholder-facing technical reporting
• Hands-on experience with cloud-native contact center platforms; Amazon Connect experience strongly preferred
• Track record of driving automation or AI adoption in a help desk or service desk context (chatbots, predictive routing, automated QA)
• Contact Center Platforms: Amazon Connect (required), NICE CXone or comparable (migration experience a plus)
• ITSM & CRM: ServiceNow (IT Service Management workflows, SLA management, ticketing)
• AI/Automation: Amazon Lex, Contact Lens, Amazon Q, WFM tooling, or equivalent intelligent automation platforms
• Analytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboards
• Agile Tools: Jira, Confluence, Azure DevOps, or equivalent
• Cloud & Security: AWS GovCloud familiarity; CMS ARS / NIST 800-53 framework awareness
• SDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management
• Master's degree preferred (MPA, MBA, MS-IT, or equivalent)

Benefits

• 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.
• Opportunities to learn new skills, seize new challenges, and advance your career as we grow.

Company Overview