User Support Specialist Senior Manager

The User Support Specialist Senior Manager will lead, coach, and develop a team ensuring strong performance, clear expectations, and a high‑quality user experience. They will oversee day‑to‑day operations of the user support function, including request intake, triage, ticket management, and escalation practices across Service Now, Jira, and related tools.

• Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.
• Ensure team members deliver effective troubleshooting for hardware, software, network, and access‑related issues, escalating complex incidents to the appropriate technical teams.
• Drive quality and consistency in user interactions across phone, email, chat, and in‑person support.
• Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and user‑friendly documentation.
• Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices.
• Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement.
• Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.
• Partner with cross‑functional teams to refine support workflows, improve system usability, and enhance overall service delivery.

• Bachelor’s degree in IT, Cybersecurity, Computer Science, Information Systems, Business Administration, or related field, or equivalent experience.
• 10+ years of IT experience, with significant experience providing end‑user support in enterprise or mission‑critical technical environments.
• Expert knowledge of end‑user support, service desk operations, incident management, request fulfillment, and customer service best practices.
• Experience with resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues.
• Experience supporting multi‑channel user communications, including phone, email, chat, walk‑up, remote support, and ticketing queues.
• Experience documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as Service Now, Jira, Remedy, or similar platforms.
• Experience supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting.
• Experience creating, updating, and using knowledge base articles, SOPs, job aids, and user‑facing support documentation.
• Experience coordinating with system administration, network, cybersecurity, application, endpoint, asset management, and operations teams.
• Supporting federal, regulated, or security‑sensitive environments is required.
• Ability to serve as the senior user support lead and escalation point for complex user support issues.
• Must hold an active Secret clearance.

• Meet applicable DoD requirements.
• Experience supporting Windows, macOS, mobile devices, virtual desktops, collaboration tools, VPN, MFA, printers, and standard enterprise applications.
• Experience with ITSM/ticketing tools such as Service Now, Jira Service Management, BMC Remedy, or similar platforms.
• Experience supporting identity and access management tools such as Active Directory, Azure AD/Entra , Okta, or similar platforms.
• Experience troubleshooting Microsoft 365, Teams, Outlook, SharePoint, One Drive, browsers, endpoint software, and common productivity tools.
• Experience supporting endpoint management and remote support tools such as Intune, SCCM/MECM, JAMF, Tanium, Beyond Trust, Bomgar, or similar tools.
• Experience supporting incident, request, problem, change, escalation, and knowledge manual.

• US Citizenship Required.
• The ability to obtain and maintain a government security clearance.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is $91,300—$184,900 USD.