Hypercare and Tier 1 Support Lead

Work Location: Remote
Work Authorization: US Citizen or Greencard holder
Work Type: Full Time

About the Role

Plan and lead Zenius 30/60/90-day hypercare and Tier 1 help desk services. The role provides user-facing triage, office hours, knowledge support, ticket coordination, and escalation to Fluxx for product, configuration, integration, and other Tier 2/3 issues.

Responsibilities

• Develop the hypercare and Tier 1 support operating model, staffing plan, schedules, escalation paths, ticket categories, and performance reporting.
• Provide go-live office hours, user assistance, issue intake, basic troubleshooting, navigation guidance, and support for common access and functional questions.
• Own Tier 1 ticket logging, categorization, prioritization, initial diagnosis, user communication, resolution documentation, and closure confirmation.
• Escalate product defects, configuration issues, integrations, security, data, and complex technical incidents to Fluxx using agreed criteria and handoff procedures.
• Maintain complete ticket records including business impact, severity, status, actions taken, target resolution, and final resolution.
• Coordinate daily or agreed hypercare triage meetings with Fluxx and TxDOT during go-live stabilization.
• Identify recurring issues and convert them into knowledge articles, FAQs, training updates, and process improvements.
• Support user communications for releases, planned maintenance, known issues, workarounds, and service restoration updates.
• Monitor support demand, response performance, aging, escalations, user satisfaction, and adoption trends across the 30/60/90-day period and annual help desk operations.
• Prepare transition recommendations for steady-state support and ensure knowledge transfer to designated operational teams.

Primary Deliverables

• Hypercare and Tier 1 support plan
• Daily/weekly hypercare dashboards
• Support calendar and staffing model
• Open-issue and aging reports
• Ticket taxonomy, priority matrix, and escalation procedure
• 30/60/90-day stabilization reports
• Office-hours schedule and materials
• Steady-state support transition package
• Knowledge base and FAQ content

Requirements

• Bachelor's degree in information systems, business, service management, communications, or related field, or equivalent experience.
• At least 5 years of application support, service desk, customer success, or production stabilization experience.
• Experience leading Tier 1 support or hypercare for a SaaS or enterprise application rollout.
• Working knowledge of incident, request, problem, escalation, SLA, and knowledge management practices.
• Experience with ticketing systems and service performance reporting.
• Strong customer service, written communication, troubleshooting, and coordination skills.

Preferred Qualifications

• ITIL Foundation or comparable service management certification.
• Experience supporting public-sector, grants management, or external-user portals.
• Experience coordinating with SaaS vendors under tiered support models.
• Experience supporting release communications and user adoption programs.

Core Competencies

• Client service and accountability
• Facilitation and collaboration
• Clear written and verbal communication
• Structured analysis and documentation
• Risk, issue, and dependency awareness
• Ability to operate effectively in a prime/subcontractor delivery model

Measures of Success

• Users receive timely acknowledgement, clear guidance, and consistent status updates.
• Tier 1 issues are resolved efficiently and technical issues are escalated with complete diagnostic information.
• Ticket backlog, aging, and repeat issues decline through the stabilization period.
• Knowledge content reduces avoidable support demand.
• Steady-state support begins with clear ownership, procedures, and metrics.

Working Relationships

Reports operationally through the Zenius delivery organization and works day to day with the Fluxx Project Manager, TxDOT project leadership, TxDOT subject matter experts, and other Fluxx and Zenius workstream leads. The role must follow the agreed communication, governance, escalation, confidentiality, and security processes for the engagement.

About the Company

Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area, awarded in 2025, 2024, 2021, and 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).

Benefits

• Paid holidays and paid time off
• Medical insurance including health, vision, and dental
• 401K matching
• Flexible Spending Account
• Flexible schedules, as per business needs
• Training and professional certification plans