User Support Specialist Senior Manager

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You Are:

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 ServiceNow, Jira, and related tools.

The Work:

• 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.

Here's What You Need:

• 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 one or more of the following:
  • Resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues
  • Supporting multi-channel user communications, including phone, email, chat, walk-up, remote support, and ticketing queues
  • Documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms
  • Supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting
  • Creating, updating, and using knowledge base articles, SOPs, job aids, and user-facing support documentation
  • 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.

Bonus Points If:

• Must 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 ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.
• Experience supporting identity and access management tools such as Active Directory, Azure AD/Entra ID, Okta, or similar platforms.
• Experience troubleshooting Microsoft 365,