Technical Support Manager (Remote)

Govcio LLC

5d•$90,000 - $100,000•Remote

About The Position

SoldierPoint Digital Health is seeking an experienced Senior Manager of Network Operations to support the Department of Veterans Affairs (VA). This leadership role is responsible for the daily performance, availability, and operational oversight of Office of Connected Care (OCC) supported applications and services (e.g., VVC, VCM, and related platforms). The Senior Manager will lead and manage a team of technical staff supporting operations, incident response, and service restoration efforts. This position will monitor service health, analyze network performance, and recommend upgrades or configuration changes to strengthen stability, security, and reliability. The successful candidate will also ensure incidents and changes are properly documented, tracked, and communicated, while maintaining compliance with contract requirements, performance metrics, and service level agreements (SLAs). As a senior leader supporting the Office of Connected Care Help Desk (OCCHD) mission, this role helps ensure reliable support for our nation’s Veterans and VA Providers by maintaining high availability of services used for end-user setup, troubleshooting, and training related to video connection technologies and mobile device workflows. The Senior Manager serves as a key liaison between internal teams and VA stakeholders, leading meetings, tracking action items, and driving timely execution of program deliverables through strong technical expertise, operational discipline, and effective leadership in a fast-paced support environment. This position interacts frequently with the Program Manager, SoldierPoint Digital Health leadership, program and development teams, and VA leadership to ensure operational success and continuous improvement. This role ensures high availability of OCC services supporting Veterans and VA providers while meeting contractual SLAs, operational KPIs, and incident response expectations. This position is fully remote located within the Continental United States.

Requirements

Bachelor’s degree in computer science, math, or electrical engineering, information technology, or proven equivalent work experience. 8 - 12 yrs of relevant experience.
Four to eight years of technical service desk experience is desired, including support of hardware, software, and network components.
Strong customer service mindset with proven success operating in a service delivery or support operations environment
Proven experience managing or supervising a technical service desk and/or operations team, including coaching, performance management, and team development
Demonstrated ability to de-escalate challenging situations, resolve customer concerns professionally, and maintain composure in a fast-paced environment
Strong organizational skills with the ability to multitask, prioritize competing demands, and adapt quickly in a high-volume operational setting
Experience delivering process, tool, and product training, including cross-training initiatives and refresher training as needed
Experience with monitoring/logging tools such as Splunk, SolarWinds, Azure Monitor, or similar
Demonstrated project coordination experience, including executing against defined timelines and supporting program deliverables
Solid problem-solving skills with initiative to drive continuous improvement through process enhancements and operational efficiencies
Proficient in Microsoft Office Suite, including Excel (pivot tables, VLOOKUPs), PowerPoint, Word, Outlook, and reporting/dashboard development
Hands-on experience with service management and ticketing platforms (e.g., ServiceNow) and call center/VoIP systems (e.g., NICE inContact)
Experience using workforce management platforms, phone monitoring tools, and performance metrics to track service effectiveness
Working knowledge of data privacy requirements and best practices, including maintaining confidentiality and compliance
Experience installing, configuring, and troubleshooting desktop and mobile devices; tablet and/or 4G support experience is a plus
Ability to travel to VA locations as needed to provide on-site support
Regular, reliable attendance and availability to support a 24/7/365 operational environment as required
Must be a U.S. Citizen with the ability to obtain and maintain a Public Trust security clearance
Ability to obtain and maintain a Suitability/Public Trust clearance
Communication (written/verbal)
Analytical/problem solving
Conflict management / de-escalation
Organization/time management
Coaching/knowledge transfer
Results-focused
Flexibility
Teamwork

Responsibilities

Lead daily NOC / Service Desk operations to ensure 24/7/365 support coverage, service availability, and consistent service delivery aligned to SLAs and contract requirements.
Serve as the primary escalation point for outages, high-impact incidents, and customer concerns, providing oversight of recovery activities and critical decision-making.
Manage Incident, Change, Problem, and Service Level Management activities, ensuring tickets are properly documented, classified, escalated, and progressed through resolution.
Authorize deviations from standard processes when necessary to mitigate outages, restore service quickly, and reduce customer impact.
Ensure accuracy of monitoring and data capture systems, maintaining reliable reporting tools and operational metrics to support proactive service management.
Drive continuous process improvement, refining procedures, monitoring practices, and operational workflows to improve efficiency, quality, and service consistency.
Serve as a primary operational interface with VA stakeholders, Program Management, Engineering, and Vendor partners to coordinate incident response, service improvements, and deliverables.
Coordinate with engineering and advanced support teams to facilitate troubleshooting and resolution for complex technical areas (e.g., VPN, SSO, network/system issues).
Provide leadership, coaching, and development for supervisors and technicians, including onboarding, training plans (30/60/90-day and annual), mentoring, and performance feedback.
Oversee workforce planning and scheduling, ensuring proper staffing levels, shift coverage, and schedule attainment across all operational periods (including nights/weekends as required).
Lead post-incident reviews and trend analysis to drive root cause remediation and prevent recurring issues.
Monitor performance metrics and trends (KPIs, CSAT/DSAT, ticket quality, call statistics) and implement strategies to improve service outcomes.
Familiarity with ITIL-based service management practices (Incident, Change, Problem, Knowledge Management)
Maintain compliance with contractual and customer guidelines, ensuring documentation and reporting standards meet audit and governance requirements.
Support reporting and stakeholder communication, including weekly/monthly/ad-hoc operational reports, dashboards, meeting participation, and status updates.
Support hiring and HR-related leadership functions, including interviewing, evaluations, timekeeping oversight, and recommendations for promotions, transfers, and staffing needs.
Oversee service management and device management environments as required (including administrative responsibilities such as MDM platforms).
Participate in escalation/on-call support as needed during high-impact incidents, maintenance windows, or service events.
Perform additional duties as assigned to support operational readiness, customer satisfaction, and mission success.