User Support Specialist Senior Manager

Arlington, VA
 
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:

  • Candidates must meet one of the following three areas:
    1. Advanced Degree:
      • Master’s degree or Ph.D. in one of the following fields: Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering.
    2. Equivalent Training:
      Completion of one of the following accepted training programs: 
      • A-661-0500
      • A-531-0022
      • A-150-1980
      • C-531-0038
      • A-150-1940A
      • A-150-1941
      • A-150-1903
      • C-150-1401
      • W-150-4575
      • S-250-1095
      • A-150-1250
      • A-102-5888
      • A-102-5599 (SNOOP)
      • A-531-0045
      • A-113-0381
      • A-113-0381
      • A-113-0342
      • A-104-0083(P/L)
      • A-121-0594 (P/L)
      • A-104-0084
      • A-150-4219 (P/L)
      • A-150-9020 (P/L)
      • Technical Support Specialist (Advanced) Playlist
    3. Professional Certification:
      Holding one of these certifications:
      • SecurityX / CASP+
      • CCNP Security
      • CISA
      • FITSP-O
      • GICSP
      • SSCP
  • 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.

Bonus Points If:

  • 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

Security Clearance:

  • Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position

 

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, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and 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, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and 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.

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