Technical Support Manager; Remote

Overview

Soldier Point Digital Health is seeking an experienced Senior Manager of Network Operations to support the Department of Veterans Affairs (VA). This leadership role is responsible for the daily performance, availability, and operational oversight of Office of Connected Care (OCC) supported applications and services (e.g., VVC, VCM, and related platforms).

The Senior Manager will lead and manage a team of technical staff supporting operations, incident response, and service restoration efforts. This position will monitor service health, analyze network performance, and recommend upgrades or configuration changes to strengthen stability, security, and reliability. The successful candidate will also ensure incidents and changes are properly documented, tracked, and communicated, while maintaining compliance with contract requirements, performance metrics, and service level agreements (SLAs).

As a senior leader supporting the Office of Connected Care Help Desk (OCCHD) mission, this role helps ensure reliable support for our nation’s Veterans and VA Providers by maintaining high availability of services used for end-user setup, troubleshooting, and training related to video connection technologies and mobile device workflows. The Senior Manager serves as a key liaison between internal teams and VA stakeholders, leading meetings, tracking action items, and driving timely execution of program deliverables through strong technical expertise, operational discipline, and effective leadership in a fast-paced support environment.

This position interacts frequently with the Program Manager, Soldier Point Digital Health leadership, program and development teams, and VA leadership to ensure operational success and continuous improvement. This role ensures high availability of OCC services supporting Veterans and VA providers while meeting contractual SLAs, operational KPIs, and incident response expectations.

This position is fully remote located within the Continental United States.

• 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…