Operations & Technical Program Manager (OPM/TPM)

Tria Federal

18h•Hybrid

About The Position

Tria Federal is seeking a seasoned Operations & Technical Program Manager (OPM/TPM) to serve as the single accountable leader for one of our HelpDesk programs— a multi-CLIN, high-volume federal contact center program supporting CMS stakeholders across the healthcare ecosystem. This hybrid role fuses executive-level service delivery oversight with hands-on technical program management, requiring an individual who is equally comfortable presenting KPI dashboards to government clients and triaging an Agile sprint backlog with an engineering team. The helpdesk portfolio handles in excess of 100,000 contacts per month across multiple individual help desks operating on an AI-native Amazon Connect telephony platform. The ideal candidate will have directly comparable experience — managing federal help desk operations at scale — and will be expected to drive continuous innovation through intelligent automation, workforce optimization, and platform modernization initiatives.

Requirements

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

Nice To Haves

Master’s degree preferred (MPA, MBA, MS-IT, or equivalent)
NICE CXone or comparable (migration experience a plus)

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.