GovCIO · 2 hours ago
Technical Support Manager (Remote)
United States
Full-time
Remote
Senior Level, Lead/Staff
$90K/yr - $100K/yr
8+ years expGovCIO is a team dedicated to transforming government IT, and they are seeking a Senior Manager of Network Operations to support the Department of Veterans Affairs. This leadership role is responsible for overseeing the performance and operational aspects of applications and services, managing a technical team, and ensuring reliable support for Veterans and VA Providers.
ConsultingIT InfrastructureIT ManagementManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
Benefits
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
Company
GovCIO
GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Lynn Oakes
Sr. Vice President, Contracts at GovCIO
Andre Green
Vice President Special Operations Support Solutions (SOSS) GOVCIO
Recent News
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2026-01-14
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2025-11-26
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