User Support Program Manager

Position Overview

Senior Contractor responsible for designing, implementing, and overseeing end-user support for a large organizational component employing a broad spectrum of applications and hardware. Program Context This position supports the U.S. Department of Justice (DOJ) under the anticipated MEGA 6 procurement. MEGA 6 is expected to continue DOJ’s multiple-award contract vehicle for automated litigation support (ALS) services, following the structure of the MEGA 5 contract. These contracts are designed to provide DOJ offices, boards, divisions, and other federal agencies with information technology, professional services, and litigation support tools to manage complex legal proceedings efficiently.

Responsibilities

• Designs, directs, and evaluates the effectiveness of the entire program.
• Oversees all aspects of user and system documentation, training, communications, budgeting and staffing.
• Proactively seeks improvements to products, technologies, and approaches, and independently provides recommendations to Government managers on the best ways to make applications available and on which packages might be best suited for particular needs or the existing technical environment.
• Reports to the Contractor IT Manager or the Systems Manager for a very large case, but works extensively and directly with Government managers, attorneys, IT personnel, and support staff.

Required Qualifications

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application).
• Authorized to work in the United States.
• Ability to work effectively in a fully remote environment.
• At least seven years of providing direct support to end users of computer applications preferred, including at least three years supervising a team providing such support.
• Experience actually setting up an end user support program.
• Must be an expert user of the applications supported; must have in-depth knowledge of the network, telecommunications, and operating systems environment being supported.
• At least two years of experience in automated litigation support very strongly preferred.
• Outstanding oral and written communications skills required.

Preferred Qualifications

• Experience with DOJ office automation environments extremely helpful.
• Undergraduate degree strongly preferred.

Work Environment And Physical Demands

This is a fully remote position; work is performed from a home office. Must be located in or near the Washington, DC area and available for short-notice on-site meetings. Work is primarily sedentary, performed while using a computer for extended periods of time.

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks’ Paid Time Off

Equal Opportunity Employer

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.