Client Engagement and Operational Reporting Lead

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 with government stakeholders, program leadership, application SMEs, and operational teams and maintain appropriate follow-through on decisions and action items.

Operational Reporting and Analysis: Own and continuously improve recurring operational reporting for ASD and ITSD. Gather, validate, analyze, and interpret service delivery and quality data from Salesforce and other applicable systems. Develop dashboards, reports, summaries, and trend analyses addressing service quality, ticket volume, aging, escalations, recurring issues, customer-impacting trends, QA performance, knowledge gaps, and other key operational measures. Perform ad hoc analysis in support of leadership decision-making and emerging client priorities. The existing requisition already calls for Salesforce reporting, dashboard development, data analysis, stakeholder reporting, and Power BI capabilities, so I would retain that technical foundation while raising the expectation for how the information is communicated and used.

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. Identify trends across QA findings rather than treating issues solely as individual performance events. Partner with operations leadership, application SMEs, and support teams to determine root causes and recommend appropriate corrective actions, coaching, process improvements, documentation updates, or other interventions. Monitor improvement actions and report progress and outcomes through recurring leadership reviews.

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. Identify trends and potential knowledge gaps and recommend whether recurring issues should result in new or updated Knowledge Articles, SOPs, standard responses, Job Aids, training materials, process changes, or application enhancements. Support periodic and quarterly reviews of operational knowledge to help ensure information remains accurate, complete, current, searchable, and applicable across the appropriate programs. Coordinate with the Knowledge Management Manager, application SMEs, support teams, and other stakeholders to communicate identified gaps, recommendations, and follow-up actions.

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. Ensure leadership has visibility into emerging trends, high-priority issues, service risks, and improvement opportunities. Maintain accurate documentation of reporting methodologies, data sources, decisions, recommendations, and action items.

Team Leadership: Serve as the day-to-day Team Lead for Tria analysts supporting ASD and ITSD operations. Provide coaching, guidance, and quality review of analyst work products to ensure accuracy, consistency, completeness, and readiness for client and leadership audiences. Promote accountability, collaboration, knowledge sharing, and continuous improvement across the team. Identify workload, performance, resource, or delivery concerns and coordinate with Prime and Tria program leadership to address issues before they impact client delivery. Support workforce administration activities, including timesheet oversight and review, labor validation, and invoice review in coordination with Tria program leadership.

The candidate should have 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 is required. The candidate must possess 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.

The candidate must demonstrate the ability to transform raw operational data into meaningful insights, identify trends and root causes, develop actionable recommendations, and communicate the story behind the data rather than simply producing metrics.

Strong analytical and critical-thinking skills are required, including demonstrated experience identifying service-delivery trends, recurring customer issues, process gaps, quality concerns, and improvement opportunities.

Proficiency with Salesforce reporting and dashboard functionality is required, along with strong Microsoft Office skills, particularly PowerPoint and Excel. Experience developing executive-level presentation materials, operational dashboards, recurring reports, and ad hoc analyses is required.

Experience working collaboratively with technical SMEs, service desk personnel, operational managers, government stakeholders, and senior client leadership is required. 

Secret Clearance is required.