Hypercare and Tier 1 Support Lead

Hypercare and Tier 1 Support Lead

Work Location: Remote



Work Authorization: US Citizen or Greencard holder



Work Type: Full Time

Role Purpose

Plan and lead Zenius 30/60/90-day hypercare and Tier 1 help desk services. The role provides user-facing triage, office hours, knowledge support, ticket coordination, and escalation to Fluxx for product, configuration, integration, and other Tier 2/3 issues.

Key Responsibilities

• Develop the hypercare and Tier 1 support operating model, staffing plan, schedules, escalation paths, ticket categories, and performance reporting.

• Provide go-live office hours, user assistance, issue intake, basic troubleshooting, navigation guidance, and support for common access and functional questions.

• Own Tier 1 ticket logging, categorization, prioritization, initial diagnosis, user communication, resolution documentation, and closure confirmation.

• Escalate product defects, configuration issues, integrations, security, data, and complex technical incidents to Fluxx using agreed criteria and handoff procedures.

• Maintain complete ticket records including business impact, severity, status, actions taken, target resolution, and final resolution.

• Coordinate daily or agreed hypercare triage meetings with Fluxx and TxDOT during go-live stabilization.

• Identify recurring issues and convert them into knowledge articles, FAQs, training updates, and process improvements.

• Support user communications for releases, planned maintenance, known issues, workarounds, and service restoration updates.

• Monitor support demand, response performance, aging, escalations, user satisfaction, and adoption trends across the 30/60/90-day period and annual help desk operations.

• Prepare transition recommendations for steady-state support and ensure knowledge transfer to designated operational teams.

Primary Deliverables

Deliverables

Deliverables (continued)

Daily/weekly hypercare dashboards

Open-issue and aging reports

30/60/90-day stabilization reports

Steady-state support transition package

Knowledge base and FAQ content

Minimum Qualifications

• Bachelor's degree in information systems, business, service management, communications, or related field, or equivalent experience.

• At least 5 years of application support, service desk, customer success, or production stabilization experience.

• Experience leading Tier 1 support or hypercare for a SaaS or enterprise application rollout.

• Working knowledge of incident, request, problem, escalation, SLA, and knowledge management practices.

• Experience with ticketing systems and service performance reporting.

• Strong customer service, written communication, troubleshooting, and coordination skills.

Preferred Qualifications

• ITIL Foundation or comparable service management certification.

• Experience supporting public-sector, grants management, or external-user portals.

• Experience coordinating with SaaS vendors under tiered support models.

• Experience supporting release communications and user adoption programs.

Core Competencies

• Client service and accountability

• Facilitation and collaboration

• Clear written and verbal communication

• Structured analysis and documentation

• Risk, issue, and dependency awareness

• Ability to operate effectively in a prime/subcontractor delivery model

Measures of Success

• Users receive timely acknowledgement, clear guidance, and consistent status updates.

• Tier 1 issues are resolved efficiently and technical issues are escalated with complete diagnostic information.

• Ticket backlog, aging, and repeat issues decline through the stabilization period.

• Knowledge content reduces avoidable support demand.

• Steady-state support begins with clear ownership, procedures, and metrics.

Working Relationships

Reports operationally through the Zenius delivery organization and works day to day with the Fluxx Project Manager, TxDOT project leadership, TxDOT subject matter experts, and other Fluxx and Zenius workstream leads. The role must follow the agreed communication, governance, escalation, confidentiality, and security processes for the engagement.

ABOUT THE COMPANY

Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area, awarded in 2025, 2024, 2021, and 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).

BENEFITS

Zenius Corporation is an employee-oriented company. Join us now and help us grow!

We offer a competitive benefits package that includes paid holidays and paid time off, medical insurance including health, vision, dental insurance, 401K matching, Flexible Spending Account and flexible schedules, as per business needs. We also work with our employees on training and professional certification plans that benefit the employee.

EQUAL OPPORTUNITY EMPLOYER:

Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Zenius complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.