Job summary
Job post source
This job is directly from Ad Hoc LLC
Job overview
The Technical Product Support Lead at Ad Hoc LLC leads a remote technical support team, shaping technical direction and managing program delivery to enhance digital services for public-sector clients, especially Veterans Affairs.
Responsibilities and impact
The role involves leading a technical product support team, developing support processes, managing escalations, maintaining knowledge bases, communicating with design and development teams, resolving complex issues, managing team performance, and improving call center operations.
Compensation and benefits
The position offers a starting salary range of $80,000 to $100,000, company-subsidized health, dental, and vision insurance, flexible PTO, 401K with employer match, paid parental leave after one year, and an Employee Assistance Program.
Experience and skills
Candidates need a bachelor's degree and 7+ years of experience supporting enterprise software, preferably in federal or regulated environments, with skills in team leadership, SOP development, ticket workflow management, ITSM tools, troubleshooting, and communication; ITIL or related certifications are preferred.
Career development
The role offers growth in leadership and communication skills with exposure to people management and cross-functional program delivery, preparing for managing direct reports and advancing in technical product support leadership.
Work environment and culture
Ad Hoc LLC promotes a remote-friendly, flexible, and collaborative culture valuing acceptance, accountability, humility, and continuous improvement, focused on impactful public-sector digital services.
Company information
Ad Hoc LLC is a technology company specializing in scalable digital services for government agencies, notably improving public-sector service delivery including Veterans Affairs and healthcare programs.
Team overview
The candidate will join the Veterans Affairs business unit, working with a small, inclusive team focused on transforming VA services through modern digital solutions.
Job location and travel
This is a fully remote position, enabling work from anywhere with a flexible environment designed for remote collaboration.
Unique job features
The role uniquely combines technical leadership with people management in a remote setting, supporting critical government digital services with opportunities to influence program strategy and operations.
Company overview
Ad Hoc LLC is a digital services company specializing in government IT solutions, focusing on modernizing and improving public sector technology. They generate revenue by contracting with federal, state, and local government agencies to provide custom software development, user experience design, and IT consulting services. Founded in 2014 by former Presidential Innovation Fellows, the company has a history of working on high-impact projects like the overhaul of HealthCare.gov. Ad Hoc is known for its agile methodologies and commitment to open-source solutions, aiming to make government services more accessible and efficient.
How to land this job
Position your resume to highlight your leadership experience in managing technical support teams, especially in remote environments, emphasizing your ability to develop and improve support processes and escalation management systems.
Focus on your expertise with ITSM tools like ServiceNow or Jira, your skill in managing ticket workflows within SLAs, and your experience in training and mentoring help desk staff to align with the job's core requirements.
Apply through multiple channels including Ad Hoc LLC's corporate careers page and LinkedIn to maximize your chances of being noticed for both current and future openings.
Connect on LinkedIn with leaders and team members in Ad Hoc's Veterans Affairs business unit or technical product support teams; start conversations by referencing their impact on public-sector digital services or asking about how they foster remote team collaboration.
Optimize your resume for ATS by incorporating keywords such as 'technical product support,' 'ITSM tools,' 'ticket workflow management,' 'escalation processes,' and 'remote team leadership' to ensure it passes automated screenings effectively.
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