[Hiring] User Support Program Manager @ITC Federal

Role Description

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.

Senior Contractor responsible for designing, implementing, and overseeing end-user support for a large organizational component employing a broad spectrum of applications and hardware.

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.

Responsibilities

• Oversee the Division’s Self Help Program in the Civil Division.
• Design, direct, and evaluate the effectiveness of the entire program.
• Oversee all aspects of user and system documentation, training, communications, budgeting, and staffing.
• Proactively seek improvements to products, technologies, and approaches.
• Provide recommendations to Government managers on application availability and suitability.
• Report to the Contractor IT Manager or the Systems Manager for large cases.
• Work extensively and directly with Government managers, attorneys, IT personnel, and support staff.

Qualifications

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start.
• 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.
• At least three years supervising a team providing such support.
• Experience setting up an end user support program.
• Expert user of the applications supported; in-depth knowledge of the network, telecommunications, and operating systems environment.
• 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