IT Support Lead

ECS is seeking an IT Support Lead to work in our Washington, DC office. Please Note: This position is contingent upon contract award.

 

ECS is seeking an IT Support Lead to supervise and modernize day-to-day IT support operations at the SEC. While this role involves traditional support leadership—managing technicians, handling escalations, and meeting SLA targets—the SEC is looking for a leader who will actively drive automation and AI adoption within the support function. The future of IT support at the SEC is one where AI-powered chatbots handle routine requests, automated workflows resolve common issues without human touch, and data analytics identify patterns that prevent repeat incidents.

 

You will lead a team of support technicians while partnering with the Solutions Engineers and Knowledge Managers to implement intelligent self-service portals, automated ticket routing, and predictive support tools. You are expected to be a hands-on leader who can both manage people and implement the automation tools that will transform how support is delivered.

 

General Description of Benefits

Qualifications

• 7+ years of IT support experience with at least 2 years in a lead or supervisory role
• Experience implementing support automation—chatbots, automated ticket routing, self-service portals, or automated resolution workflows
• Strong knowledge of ServiceNOW (or equivalent ITSM platform) including workflow design and automation capabilities
• Experience using data and analytics to identify trends, reduce ticket volume, and improve first-call resolution rates
• Proven ability to manage and develop support teams of 10+ personnel
• Strong knowledge of Windows, Office 365, enterprise applications, and standard enterprise IT support tools
• Customer-service orientation with excellent communication skills for interfacing with government end users
• Active Secret clearance or ability to obtain; U.S. citizenship required
• Bachelor's degree in Information Technology or related field. Equivalent combination of education and 10+ years of IT support experience accepted.