Ad Hoc LLC
Technical Product Support Lead
This is a remote position.
We are continuously sourcing for talent while we await anticipated job openings. Candidates who apply to this role understand we may not have an immediate opening and wish to be considered for future opportunities.
Ad Hoc is a technology company that empowers organizations to deliver scalable, impactful digital services. Using modern, agile methods, our team creates products that meet people's needs and transform their experience of government.
Work on things that matter
Our collaborations have shaped some of the defining moments in public-sector service delivery. We've helped build products that connect Veterans to tailored services, help millions access affordable health care, and support important programs like Head Start. As we work with agencies to deliver critical services, we're also changing how the government approaches technology.
Built for a remote life
Our culture, communications, and tools are built for remote work, enabling us to bring together top talent nationwide. At Ad Hoc, remote life empowers our teams to design work environments that fit their lives and that foster flexibility and collaboration to achieve positive outcomes for our customers.
Committed to high expectations and a welcoming culture
Ad Hoc values acceptance, accountability, and humility. We aren't heroes. We learn from our mistakes and improve the process for the next time. We build small, inclusive teams to collaborate closely with our partners to solve the right problems and deliver software that works.
Primary Responsibilities:
As a Technical Product Support Lead, you will be responsible for working with leadership to shape the technical direction of the program, while gaining exposure into people management. A Technical Product Support Lead is a people manager, leader, and mentor with the ability to cross-functionally lead program delivery. You are an emerging subject matter expert that is developing the skills to successfully lead through team members and effectively communicate and execute against program and organizational objectives. In this role, a Technical Product Support Lead will support leadership in partnering with peers to meet delivery requirements. A Technical Product Support Lead will enhance their communication, and leadership skills to prepare them to successfully manage through direct reports. Presents team's ongoing work, future goals, and risks Lead the technical product support team responsible for resolving basic to complex technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, etc. Develop support processes and escalation management systems that allows the organization to identify, track, monitor, and manage situations that require increased awareness and swift resolution Oversee the development of a knowledgebase of issues and solutions to maximize efficiency and information sharing Develop, implement, and continuously improve process documentation Communicate with design and development teams to troubleshoot solutions to known issues Resolve escalated issues as necessary Assists with management decisions and activities Working knowledge of team function within the organization Provide quality customer service and have a functional understanding of product suite supported by the platform Participate in the analysis of call center data and insights to increase call center efficiency and suggest methods and tools to improve operations and service Help establish work procedures and processes that support program initiatives Develop and systematize the call center management strategy in collaboration with internal stakeholders Communicate customer needs and common pain points to inform program decisions Lead, train, guide, and support team of call center specialists as the platform grows Responsible for hiring, performance management, timecard reviews, PTO management and team development Basic Qualifications:
Bachelor's degree and 7+ years of experience Prior experience supporting enterprise software applications or tool suites, preferably within a federal or highly regulated environment Demonstrated ability to train, coach, and oversee help desk staff, ensuring consistent adherence to support processes and service standards Experience developing and maintaining standard operating procedures, knowledge base content, and training materials for support teams Proven track record of managing ticket workflows, including prioritization, tracking, and closure of incidents and service requests within defined Service Level Agreements (SLAs) Experience monitoring support metrics and generating status and performance reports for leadership and program stakeholders Proficiency with IT Service Management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Management, Remedy) Working knowledge of common troubleshooting methods for web-based applications, user access, and configuration issues Ability to identify, escalate, and follow through on complex issues, ensuring resolution and clear communication to customers and management Excellent verbal and written communication skills to interface with end users, team members, and stakeholders professionally and empathetically Basic understanding of information security standards, Section 508 accessibility, and federal data privacy requirements impacting help desk operations Preferred Qualifications:
ITIL Foundation certification, CompTIA A+, HDI Support Center Team Lead, or other relevant credentials. To learn more about working at Ad Hoc, please visit: https://adhocteam.us/join/
Benefits:
Company-subsidized health, dental, and vision insurance Flexible PTO 401K with employer match Paid parental leave after one year of service Employee Assistance Program
Ad Hoc LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.
In support of various state and city equal pay transparency laws, Ad Hoc job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility. The range of starting pay for this role is $100,000 - $110,00. Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.
This is a remote position.
We are continuously sourcing for talent while we await anticipated job openings. Candidates who apply to this role understand we may not have an immediate opening and wish to be considered for future opportunities.
Ad Hoc is a technology company that empowers organizations to deliver scalable, impactful digital services. Using modern, agile methods, our team creates products that meet people's needs and transform their experience of government.
Work on things that matter
Our collaborations have shaped some of the defining moments in public-sector service delivery. We've helped build products that connect Veterans to tailored services, help millions access affordable health care, and support important programs like Head Start. As we work with agencies to deliver critical services, we're also changing how the government approaches technology.
Built for a remote life
Our culture, communications, and tools are built for remote work, enabling us to bring together top talent nationwide. At Ad Hoc, remote life empowers our teams to design work environments that fit their lives and that foster flexibility and collaboration to achieve positive outcomes for our customers.
Committed to high expectations and a welcoming culture
Ad Hoc values acceptance, accountability, and humility. We aren't heroes. We learn from our mistakes and improve the process for the next time. We build small, inclusive teams to collaborate closely with our partners to solve the right problems and deliver software that works.
Primary Responsibilities:
As a Technical Product Support Lead, you will be responsible for working with leadership to shape the technical direction of the program, while gaining exposure into people management. A Technical Product Support Lead is a people manager, leader, and mentor with the ability to cross-functionally lead program delivery. You are an emerging subject matter expert that is developing the skills to successfully lead through team members and effectively communicate and execute against program and organizational objectives. In this role, a Technical Product Support Lead will support leadership in partnering with peers to meet delivery requirements. A Technical Product Support Lead will enhance their communication, and leadership skills to prepare them to successfully manage through direct reports. Presents team's ongoing work, future goals, and risks Lead the technical product support team responsible for resolving basic to complex technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, etc. Develop support processes and escalation management systems that allows the organization to identify, track, monitor, and manage situations that require increased awareness and swift resolution Oversee the development of a knowledgebase of issues and solutions to maximize efficiency and information sharing Develop, implement, and continuously improve process documentation Communicate with design and development teams to troubleshoot solutions to known issues Resolve escalated issues as necessary Assists with management decisions and activities Working knowledge of team function within the organization Provide quality customer service and have a functional understanding of product suite supported by the platform Participate in the analysis of call center data and insights to increase call center efficiency and suggest methods and tools to improve operations and service Help establish work procedures and processes that support program initiatives Develop and systematize the call center management strategy in collaboration with internal stakeholders Communicate customer needs and common pain points to inform program decisions Lead, train, guide, and support team of call center specialists as the platform grows Responsible for hiring, performance management, timecard reviews, PTO management and team development Basic Qualifications:
Bachelor's degree and 7+ years of experience Prior experience supporting enterprise software applications or tool suites, preferably within a federal or highly regulated environment Demonstrated ability to train, coach, and oversee help desk staff, ensuring consistent adherence to support processes and service standards Experience developing and maintaining standard operating procedures, knowledge base content, and training materials for support teams Proven track record of managing ticket workflows, including prioritization, tracking, and closure of incidents and service requests within defined Service Level Agreements (SLAs) Experience monitoring support metrics and generating status and performance reports for leadership and program stakeholders Proficiency with IT Service Management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Management, Remedy) Working knowledge of common troubleshooting methods for web-based applications, user access, and configuration issues Ability to identify, escalate, and follow through on complex issues, ensuring resolution and clear communication to customers and management Excellent verbal and written communication skills to interface with end users, team members, and stakeholders professionally and empathetically Basic understanding of information security standards, Section 508 accessibility, and federal data privacy requirements impacting help desk operations Preferred Qualifications:
ITIL Foundation certification, CompTIA A+, HDI Support Center Team Lead, or other relevant credentials. To learn more about working at Ad Hoc, please visit: https://adhocteam.us/join/
Benefits:
Company-subsidized health, dental, and vision insurance Flexible PTO 401K with employer match Paid parental leave after one year of service Employee Assistance Program
Ad Hoc LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.
In support of various state and city equal pay transparency laws, Ad Hoc job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility. The range of starting pay for this role is $100,000 - $110,00. Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.