ECS is seeking a User Support Manager to work in our Fairfax, VA office.

Job Description:

We are a rapidly growing company that considers our employees and teams to be our most important assets. Our team environment provides opportunities for growth to individuals who are motivated to excel. We are situated in Merrifield, VA – well positioned for most commutes within the Northern Virginia area. We also offer opportunities for telework and have some of the most interesting and advanced IT business in the DC area. Our growing program works with the most forward leaning technologies and extraordinary customers who are thought and action leaders in within the AI/ML domain. We offer a highly competitive compensation and benefits package to the right person for this key position.

ECS is seeking a User Support Manager to work at our Fall Church, VA customer / client site in a hybrid remote / onsite capacity up to 5 business days per week.

Job Description:

ECS is seeking a User Support Manager to assist a growing program on behalf of the Department of Defense (DoD). The candidate will provide valuable support to 100+ users. This position requires strong technical skills and enterprise-level desktop/application integration experience, as well as customer service, excellence in communication, innovation, collaboration, and teamwork.

Job Responsibilities:

• Work closely with the Program Manager to maintain program awareness, scheduling, and asset accountability.
• Track and maintain overall user awareness, user accesses, and associated hardware, both CONUS and OCONUS.
• Provide comprehensive phone, chat, web submission, and email support for the efficient resolution of end-user incidents and requests.
• Assist cross-functional teams in resolving IT-related issues for all supported platforms.
• Work closely with Logistics teams on hardware inventory and shipping.
• Partner with IT and Cloud teams to develop, test, and implement commercially- and internally-developed solutions.
• Test newly developed solutions and provide feedback to the Program Manager.
• Remotely resolve basic to advanced customer-reported issues.
• Create and manage accounts following proper standard operating procedures (SOP).
• Act as a technical escalation point within the team.
• Perform other tasks, as assigned.

Required Skills:

• U.S. Citizen.
• Active DoD Secret security clearance.
• Ability to obtain/maintain a DoD Top Secret security clearance with SCI eligibility.
• Ability to work in a hybrid, on-site/remote capacity in Falls Church, VA (up to 5 business days days per week at the customer / client site).
• Bachelor's degree in Computer Science; Information Systems Management; or similar Science, Technology, Engineering and Mathematics (STEM) discipline.
• 2+ years of relevant, hands-on, professional technical experience.
• Technically adept, with the ability to support common information technology (IT) issues and activities.
• Hands-on experience with all Microsoft O365 tools.
• Willingness to work a shift schedule, if required, to support OCONUS end-users.
• Ability to travel (up to 25%) to OCONUS and CONUS locations; may be expected to travel OCONUS multiple times over the lifespan of the effort.
• Willingness to travel for extended periods to support customers on site.
• Demonstrated ability to communicate clearly and effectively, both orally and in writing.
• Politically savvy to confront difficult problems in a positive and creative way.
• Demonstrated ability to expertly balance multiple, competing priorities in an agile, fast-paced environment, and appropriately execute on dynamic deadlines.
• Willingness to execute other related duties, as needed, to support the Program / Program team.

Desired Skills:

Highly desired; preference shown to candidates with:

• Active DoD Top Secret security clearance.
• DoD 8570 Compliant, minimum IAT Level II; CompTIA Security+ and/or CISSP certification preferred.
• Experience working with DoD organizations and/or performers.
• Experience in detailed requirements gathering, interpretation, analysis, and validation.
• Experience developing strategic plans to meet customer mission requirements.
• Experience with project planning and scheduling.
• Experience in software development, maintenance, and support, including quality assurance and life-cycle management.
• Experience with the native AWS management and governance tools.
• Understanding of cloud infrastructure (AWS, GCP, Azure, Private Clouds etc.)
• Experience working with Atlassian's Jira and Confluence.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.