Platform Support Lead Specialist

Sprezzatura Management Consulting • US,

21h • Remote

About The Position

We are seeking a Support Lead Specialist (Tier 1 Support) to support the VA.gov Platform Management team in delivering high-quality operational support for Veteran-facing digital services. This role will serve as a front-line operational leader responsible for managing user support activities, issue triage, incident coordination, stakeholder communications, and service continuity across a complex enterprise platform environment. You will strong customer support leadership, technical troubleshooting experience, and the ability to translate user-reported issues into actionable technical responses while ensuring a high standard of service delivery.

Requirements

• Ability to obtain and maintain a Public Trust clearance
• Master’s degree in Engineering, Information Systems, Computer Science, or related scientific/technical discipline required
• Minimum of ten (10) years of relevant experience in IT support operations, service delivery, functional analysis, business systems support, or enterprise application support
• Additional relevant experience may be substituted in lieu of education requirements
• Experience working with customers, users, and project leads in analyzing, designing, implementing, and supporting enterprise IT business systems
• Experience supporting complex application ecosystems, digital platforms, or enterprise service environments
• Strong experience with incident triage, service desk operations, issue tracking, and support escalation management
• Ability to translate user-reported issues into actionable technical problem statements
• Strong troubleshooting, analytical, and problem-solving skills
• Experience working in Agile or operational delivery environments supporting cross-functional teams
• Strong written and verbal communication skills with the ability to communicate effectively across technical, operational, and executive audiences

Nice To Haves

• Experience supporting VA.gov or other federal digital service platforms
• Experience supporting healthcare, benefits delivery, financial systems, or other high-availability enterprise platforms
• Familiarity with incident management processes, ITSM frameworks, or service desk best practices
• Experience with Jira, ServiceNow, Confluence, SharePoint, or similar support and collaboration platforms
• Experience supporting transition efforts, onboarding activities, or knowledge transfer initiatives
• Familiarity with monitoring tools, observability platforms, or application support dashboards

Responsibilities

• Lead Tier 1 support operations for VA.gov platform services and user-facing applications
• Serve as the primary escalation point for front-line support issues, service disruptions, and user-reported incidents
• Coordinate issue intake, triage, prioritization, routing, and resolution tracking across technical support teams
• Monitor support queues, operational dashboards, service requests, and incident trends to ensure timely response and resolution
• Support incident management activities including stakeholder coordination, status communications, escalation management, and follow-through to closure
• Help establish and maintain support procedures, escalation workflows, and operational support documentation
• Serve as a liaison between users, customers, product teams, engineering teams, and operational leadership
• Communicate issue status, service impacts, dependencies, and resolution expectations clearly to technical and non-technical audiences
• Support user communications related to incidents, outages, known issues, maintenance windows, and service changes
• Gather user feedback, issue patterns, and operational pain points to support service improvement efforts
• Partner with project leads and technical teams to ensure smooth handoff of escalated issues and operational follow-up
• Analyze support trends, recurring incidents, and service requests to identify operational improvement opportunities
• Support implementation of process improvements to enhance service responsiveness, issue prevention, and user experience
• Assist in testing, validating, and operational readiness activities for platform enhancements and service updates
• Prepare support metrics, service reports, operational dashboards, and executive status summaries
• Participate in transition planning, knowledge transfer, onboarding, and operational continuity activities

Benefits

• Medical, Dental, and Vision
• Health Saving Account (when enrolled in eligible plan) with Company contribution
• Company paid Life, Accidental Death, Short-term & Long-term Disability
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
• Voluntary Medical & Dependent Care Flexible Spending Accounts
• Accrued Paid Time Off & Company Paid Holidays
• 401(k) Retirement Plan with Company match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior