Platform Support Lead Specialist

Job Summary

Leading Tier 1 support operations for the VA.gov platform, the full-time remote Platform Support Lead Specialist will manage user support activities, issue triage, incident coordination, and stakeholder communications to ensure high-quality operational support for Veteran-facing digital services.

Key responsibilities

• Lead Tier 1 support operations and serve as the primary escalation point for service disruptions and user-reported incidents
• Coordinate issue intake, triage, prioritization, and resolution tracking across technical support teams
• Analyze support trends and implement process improvements to enhance service responsiveness and user experience

Required qualifications

• Master's degree in Engineering, Information Systems, Computer Science, or a related field
• Minimum of ten (10) years of relevant experience in IT support operations or enterprise application support
• Strong experience with incident triage, service desk operations, and support escalation management
• Ability to obtain and maintain a Public Trust clearance
• Experience supporting complex application ecosystems or enterprise service environments