Platform Support Lead Specialist

Position Title: Platform Support Lead Specialist 
Location: Remote (In the U.S)

Other Considerations: U.S. Citizen or Permanent Resident (Required) 

POSITION SUMMARY

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.

RESPONSIBILITIES

Operational Support Leadership

• 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 ensuretimelyresponse and resolution
• Support incident management activities including stakeholder coordination, status communications, escalation management, and follow-through to closure
• Helpestablishand maintain support procedures, escalation workflows, and operational support documentation

Customer & Stakeholder Engagement

• 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

Analysis & Continuous Improvement

• Analyze support trends, recurring incidents, and service requests toidentifyoperational 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

QUALIFICATIONS

• Ability to obtain andmaintaina Public Trust clearance
• Master’s degree in Engineering, Information Systems, Computer Science, or related scientific/technical disciplinerequired
• Minimum of ten (10) years of relevant experience in IT support operations, service delivery, functional analysis, business systems support, or enterprise application support
• Additionalrelevant experience may be substituted in lieu of education requirements
• Experience working with customers, users, andprojectleads 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

Preferred Qualifications

• 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

WORKING CONDITIONS

Standard Business hours are Monday through Friday. Occasional extended or weekend hours may be required based on operational needs. Must have reliable internet service that allows for effective telecommuting.

BENEFITS

Sprezzatura offers a comprehensive and flexible benefit package to include:

• Medical, Dental, and Vision
• HealthSaving Account(when enrolled ineligible plan) with Companycontribution 
• Company paidLife, Accidental Death, Short-term & Long-term Disability
• VoluntaryAccident, HospitalIndemnity, & Critical Care Insurance
• Voluntary Medical & Dependent Care Flexible Spending Accounts
• AccruedPaid Time Off & Company Paid Holidays
• 401(k) Retirement Plan with Company match

WORK AUTHORIZATION

Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans DevSecOps, health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve—delivering not just strategy, but measurable execution. Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity—turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

EEO STATEMENT

Sprezzatura is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. Applicants have the right to discuss, disclose, or inquire about compensation without retaliation. Reasonable accommodations are available for qualified individuals with disabilities.

This job description is not intended to be an employment contract and does not guarantee employment for any specific duration.