User Support Specialist Senior Manager

Accenture Federal Services

Arlington, VA

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JOB DETAILS

SKILLS

Analysis Skills, Asset Management, Atlassian JIRA, Best Practices, Business Administration, Channel Support, Coaching, Computer Science, Customer Service Management, Customer Service Operations, Customer Support/Service, Customer/Client Research, Desktop Virtualization, Documentation, Enterprise Applications, Equal Employment Opportunity (EEO), Federal Government, Federal Laws and Regulations, Government, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Incident Management, Industry Standards, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Internet Security, Knowledge Base, Mac Operating System, Metrics, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Military, Mobile Devices, Onboarding, Operations Management, Operations Processes, Printers, Process Improvement, Public Safety, Remedy, Secret Clearance, Security Clearance, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Administration, Standard Operating Procedures (SOP), Support Documentation, System Center Configuration Manager (SCCM), Systems Administration/Management, Team Player, Technical Support, Trend Analysis, United States Citizen, Usability Engineering, User Account Administration, User Interface/Experience (UI/UX), VPN (Virtual Private Network), Web Browsers

LOCATION

Arlington, VA

POSTED

10 days ago

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

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, Teams, Outlook, SharePoint, OneDrive, browsers, endpoint software, and common productivity tools.
Experience supporting endpoint management and remote support tools such as Intune, SCCM/MECM, JAMF, Tanium, BeyondTrust, Bomgar, or similar tools.
Experience supporting incident, request, problem, change, escalation, and knowledge manual

The Extras:

US Citizenship Required
The ability to obtain and maintain a government security clearance

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is:

$91,300—$184,900 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

About the Company

Accenture Federal Services

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