Client Engagement and Operational Reporting Lead

About the role

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. We are seeking a Client Engagement & Operational Reporting Lead to support the Application Support Desk (ASD) and IT Service Desk (ITSD) within a federal customer environment.

This is a highly visible, client-facing role responsible for translating service delivery data, quality assurance findings, ticket trends, operational risks, and improvement opportunities into clear, actionable reporting for government and program leadership.

Responsibilities

The Client Engagement & Operational Reporting Lead provides leadership and support across multiple interconnected areas of the ASD and ITSD environment.

• Client Engagement and Leadership Communications: Serve as a key client-facing representative for ASD and ITSD operational performance, reporting, and continuous improvement activities.
• Operational Reporting and Analysis: Own and continuously improve recurring operational reporting for ASD and ITSD.
• Quality Assurance and Continuous Improvement: Conduct targeted QA reviews of tickets, calls, customer interactions, and operational processes to assess accuracy, completeness, compliance, and service quality.
• Knowledge Management and Tier 3 Analysis: Support the manager responsible for knowledge management by analyzing Tier 1, Tier 2, and Tier 3 activity to identify recurring customer questions, aged tickets, repeat escalations, known issues, and opportunities to reduce unnecessary Tier 3 effort.
• Cross-Functional Coordination: Coordinate with ASD and ITSD leadership, application SMEs, Tier 3 teams, product and development teams, training resources, and government stakeholders to research issues, validate findings, and drive actions to closure.
• Team Leadership: Serve as the day-to-day Team Lead for Tria analysts supporting ASD and ITSD operations.

Requirements

• 3 to 5+ years of relevant experience supporting operational reporting, quality assurance, service delivery, client engagement, business analysis, or similar functions within an IT support, service desk, application support, contact center, or federal environment.
• Demonstrated experience preparing and delivering presentations to client and senior leadership audiences.
• Exceptional verbal and written communication skills, strong presentation and facilitation skills, and the ability to explain complex operational and technical issues in clear business terms.
• Strong analytical and critical-thinking skills, including demonstrated experience identifying service-delivery trends, recurring customer issues, process gaps, quality concerns, and improvement opportunities.
• Proficiency with Salesforce reporting and dashboard functionality, along with strong Microsoft Office skills, particularly PowerPoint and Excel.
• Experience developing executive-level presentation materials, operational dashboards, recurring reports, and ad hoc analyses.
• Experience working collaboratively with technical SMEs, service desk personnel, operational managers, government stakeholders, and senior client leadership.
• Secret Clearance is required.

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.

At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all.