Platform Support Lead Specialist

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

Qualifications

• 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
• 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

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

Benefits

• Medical, Dental, and Vision Health Savings Account (when enrolled ineligible 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