> Markdown version of [/jobs/ext/4248662-service-desk-lead-program-manager-va-c-p-help-desk-2-0-remote](https://www.wearedevelopers.com/jobs/ext/4248662-service-desk-lead-program-manager-va-c-p-help-desk-2-0-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Lead / Program Manager - VA C&P Help Desk 2.0 (Remote)

- **Company:** Triumph Enterprises
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $105,000.0 - $125,000.0
- **Contract:** Permanent contract
- **Skills:** Vba Programming Language, Servicenow
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=76cf4ce55fdf6fcf

## About the Role

* Able to read, write, speak and understand English
 * Able to obtain and keep a VA Tier 2 / Moderate Risk background investigation; complete VA privacy and security training and sign the Contractor Rules of Behavior before system access
 * 7+ years in IT service desk or application support, including 3+ years leading Tier 2 teams of 10 or more
 * Experience managing to service-level agreements in ServiceNow
 * Bachelor's degree, or 4 additional years of relevant experience in lieu of a degree
 * Able to travel about once a year (2 days; Charleston, SC or Washington, DC)

PREFERRED CERTIFICATIONS

 * Project Management Professional (PMP) or Certified Associate in Project Management (CAPM)
 * ITIL 4 Foundation
 * ServiceNow Certified System Administrator (Triumph will sponsor the exam for the selected candidate), * Current VA or other federal Public Trust / Moderate Risk investigation (reciprocity to be confirmed)
 * Experience with VA Veterans Benefits Management System (VBMS) or Veterans Benefits Administration (VBA) claims applications
 * Federal contract transition experience

## Description

The Service Desk Lead manages Triumph's Tier 2 service desk and release support team for a Department of Veterans Affairs (VA) claims-processing product line. You own delivery to the service-level agreements, lead a remote team of analysts across extended hours, and are the contractor's primary point of contact with the VA program office., * Plan, monitor and control all work; maintain the project management plan and bi-weekly progress reports, including workforce staffing data

 * Lead the 60-day transition-in: knowledge transfer, staff onboarding, background investigation tracking and Government-furnished equipment (GFE)
 * Run the Tier 2 service desk: staffing schedules across 102 coverage hours a week, 24/7 on-call rotation, two-senior-analyst review before escalation
 * Notify the VA C&P Service Desk Manager and Contracting Officer's Representative (COR) of high/critical priority incidents within 30 minutes and provide hourly updates
 * Represent the team at daily C&P and Enterprise Operations calls; provide subject matter expert support to C&P managers
 * Lead transition-out if exercised