User Support Program Manager

7 days ago


Goshen, Indiana, United States Leidos Full time
Job Summary

Leidos is seeking a User Support Program Manager to join our team in the Camp Springs, MD area. As a key member of our support team, you will be responsible for designing, implementing, and overseeing end-user support for a large organizational component employing a broad spectrum of applications and hardware.

Key Responsibilities
  • Design and implement effective end-user support strategies to ensure seamless delivery of services
  • Oversee the entire support program, including user and system documentation, training, communications, budgeting, and staffing
  • Proactively seek improvements to products, technologies, and approaches, and provide recommendations to Government managers on the best ways to make applications available
  • Collaborate with cross-functional teams to ensure alignment and effective communication
  • Manage and report on support metrics and key performance indicators
Requirements
  • DoD 8570 IAT Level 2 certification
  • Bachelor's Degree in Computer Science, Engineering, Computer Information Systems, Information Technology, or related field and 8+ years of prior or relevant experience
  • Minimum of 5 years of progressively responsible technical systems experience
  • Minimum of 8 years of information technology administration with a minimum of 5 years of desktop support and service desk support
  • Windows 10 expertise
  • Experience setting up an end-user support program
  • Expert user of the applications supported
  • Knowledge of the network, telecommunications, and operating systems environment being supported
  • Outstanding oral and written communications skills
  • U.S. Citizen and able to obtain a Public Trust clearance
Preferred Qualifications
  • ITIL certification
  • Seven (7) years of providing direct support to end users of computer applications
  • At least two years of experience in automated litigation
  • Experience with Government office automation environments
  • Supervisory experience
  • Certification in eDiscovery program
  • Experience working in a Federal Government environment
  • Current Public Trust or higher security clearance


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