Tier 3 Help Desk Lead

Description

 

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients. 

Our employees have voted us as a 'Best Place to Work' 9 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing! 

What You’ll Do

IronArch Technology is seeking a Tier 3 Help Desk Lead to support the modernization of the Department of Veterans Affairs’ My HealtheVet (MHV) digital health platforms, including VA.gov and the VA Health & Benefits mobile app.
You will be part of a fast-paced, mission-driven team working to improve how Veterans access their healthcare information online. As the Tier 3 Help Desk Lead, you will coordinate escalated support operations, manage complex incidents, and strengthen the systems and processes that ensure reliable, secure, and high-performing digital health services. This role blends technical acumen, customer empathy, and process improvement. You’ll be the operational link between front-line support, engineering, and product teams—ensuring issues are resolved quickly, root causes are identified, and continuous improvements are made across the platform. 

In this role, you will directly impact how Veterans experience their healthcare online. Success means faster issue resolution, improved collaboration across technical teams, and ensuring that every Veteran can reliably access the tools they need to manage their care. 

Key Responsibilities
Tier 3 Operations & Escalation Management
Lead Tier 3 support for VA’s digital health applications, partner with Tier 1 and 2 help desks to investigate and resolve complex incidents.

• Serve as the technical escalation point for inbound calls, chat, and ServiceNow (SNOW) tickets that require advanced troubleshooting or cross-team collaboration.
• Present the team’s ongoing work, risks, and future goals to program leadership and internal stakeholders.
• Resolve high-impact or sensitive issues requiring input from engineering, design, or security teams.
• Communicate effectively with product and development teams to validate fixes and maintain continuity of service.

Process & System Improvement

• Develop and refine escalation workflows and support processes that improve response times and resolution quality.
• Oversee the development and continuous improvement of a knowledge base to document issues, resolutions, and lessons learned.
• Draft, implement, and update process documentation and troubleshooting guides.
• Help establish procedures that promote consistency and transparency across support operations.

Operational Collaboration & Insights

• Partner with call center and product stakeholders to analyze incident data, identify trends, and recommend improvements.
• Communicate customer pain points and recurring issues to inform product and program priorities.
• Participate in Agile ceremonies and planning sessions to align support improvements with development roadmaps.
• Ensure compliance with VA’s security, accessibility, and performance standards.

Leadership & Knowledge Sharing

• Provide guidance and mentorship to Tier 2 and call center specialists, helping them troubleshoot efficiently and improve quality of service.
• Assist leadership with readiness planning, process alignment, and documentation reviews.
• Support training and knowledge transfer as new features or systems are deployed.

Requirements

• 4–6 years of experience in technical support, incident management, or IT operations.
• Proficiency with ITSM platforms such as ServiceNow for ticket management and escalation.
• Strong analytical and problem-solving skills in complex, multi-system environments.
• Demonstrated experience developing or improving support processes and documentation.
• Excellent written and verbal communication skills, with the ability to collaborate across teams.
• Familiarity with Agile delivery frameworks or iterative software development.
• U.S. Citizenship required; must be able to obtain and maintain a Public Trust clearance.

Preferred Experience

• Experience supporting VA digital platforms, My Heal