Technical Support Manager

Overview

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.

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.

Qualifications

Required Skills and Education:

• 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 re 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

Clearance Required:

Ability to obtain and maintain a Suitability/Public Trust clearance

Professional Attributes :

• Communication (written/verbal)
• Analytical/problem solving
• Conflict management / de-escalation
• Organization/time management
• Coaching/knowledge transfer
• Results-focused
• Flexibility
• Teamwork

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $90,000.00 - USD $100,000.00 /Yr.