User Support Program Manager

ITC Federal, LLC; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ITC Federal, LLC is seeking an experienced User Support Program Manager to lead end-user support for the DOJ MEGA 6 automated litigation support program. This fully remote role requires coordinating with Government managers, attorneys, and IT staff to design and oversee the support program.

The ideal candidate has seven+ years of direct end-user support experience, strong written and verbal communications, and the ability to obtain a Public Trust clearance.

Qualifications

• Seven+ years delivering direct end-user support for computer applications.
• Experience designing and setting up an end-user support program.
• Excellent oral and written communication skills.

Responsibilities

• Design, direct, and evaluate the end-user support program for a large component.
• Oversee documentation, training, communications, budgeting and staffing.
• Recommend improvements to products, technologies, and approaches to optimize access to applications.
• Coordinate with Government managers, attorneys, IT personnel, and support staff.
• Report to the IT or Systems Manager for a very large case.

Skills

End user support

Remote work

Team supervision

Communication skills

DOJ environment

Education

Undergraduate degree

Job description

Overview

JOB TITLE: User Support Program Manager

AGENCY SUPPORTED: U.S. Department of Justice (DOJ) – MEGA 6 Automated Litigation Support

POSITION TYPE: Full-Time, Contingent Upon Award

LOCATION: Remote

CLEARANCE: Public Trust – Candidates do not need to be cleared at the time of application but must be able to obtain and maintain a Public Trust clearance prior to starting.

BENEFITS:

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

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security. We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers an outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

We are seeking an experienced User Support Program Manager to support ITC Federal’s work for the U.S. Department of Justice (DOJ) under the anticipated MEGA 6 automated litigation support (ALS) program. This is a fully remote position supporting DOJ’s complex litigation mission.

Important: This opening is being established in connection with the MEGA 6 contract vehicle award itself. ITC Federal must still be awarded individual task orders under the vehicle before employees can be onboarded. Accordingly, this position is full-time and contingent upon both contract award and the award of the applicable task order.

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

RESPONSIBILITIES:

• For example, in the Civil Division, the User Support Program Manager would be the senior person overseeing the Division’s Self Help Program.
• Responsible for designing, directing, and evaluating 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.

Qualifications

REQUIRED:

• 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.

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.