Job Opportunities API

Who we are: Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow. We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply. Tria Federal is actively 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. The successful candidate will serve as the functional lead for recurring operational reporting and client engagement activities, including the preparation and delivery of QA reviews, bi-weekly operational reviews, executive summaries, status presentations, and ad hoc leadership briefings. This individual must be comfortable presenting directly to senior client stakeholders, explaining performance trends, answering questions, facilitating discussion, and clearly communicating risks, recommendations, decisions, and required follow-up actions. The role combines operational reporting, quality assurance, client engagement, and continuous improvement. The Lead will evaluate service delivery performance across ASD and ITSD, identify patterns and recurring customer issues, assess ticket and escalation trends, identify knowledge-management and process gaps, and develop recommendations that improve service quality, efficiency, consistency, and the overall customer experience. The person in this role will also serve as team lead for the team of Tria analysts. Responsibilities: The Client Engagement & Operational Reporting Lead provides leadership and support across multiple interconnected areas of the ASD and ITSD environment. Responsibilities span client engagement, executive and operational reporting, quality assurance, team leadership, knowledge management, Tier 3 analysis, continuous improvement, and cross-functional coordination. The Lead is expected to connect these activities rather than manage them as separate functions, using operational data, quality findings, customer trends, and team insights to identify issues, develop recommendations, communicate priorities to leadership, and drive actions through resolution. In addition to serving as a primary point of coordination with government stakeholders, the Lead provides day-to-day direction and oversight to Tria analysts supporting the program and helps ensure that reporting, analysis, QA activities, and client deliverables are accurate, timely, consistent, and aligned with program objectives. Client Engagement and Leadership Communications: Serve as a key client-facing representative for ASD and ITSD operational performance, reporting, and continuous improvement activities. Develop, coordinate, and deliver recurring QA reviews, bi-weekly operational reviews, status updates, workflow discussions, and other leadership presentations. Translate complex operational information into concise, executive-ready narratives that clearly communicate performance, trends, risks, root causes, recommendations, decisions needed, and next steps. Facilitate discussions