Job Number: R0070593
User Support Lead
Lead a user support and training team consisting of trainers and user support specialists supporting customer outreach and issue resolution. Assist a government lead with defining strategic objectives and tasking teams and coordinate with product managers to ensure seamless customer outreach, communications, and support across products. Apply knowledge of business practices to training and user support initiatives. Communicate user support tasking and issues to leadership and work to resolve issues. Plan and deliver instructor-led and virtual training programs to product stakeholders. Oversee the development of training products and provide quality assurance and quality control of training execution. Implement training improvements based upon results and lessons learned.
-12 years of experience with IT
-3+ years of experience with leading user support or training teams
-Experience with Microsoft Office, including Outlook, Word, PowerPoint, Excel, and SharePoint
-Experience with enterprise ticketing systems and processes or Service Manager
-Experience with training development and delivery
-Ability to work with executive leadership, end users, technical support staff, developers, and business analysts collaboratively
-Active Top Secret clearance
-BA or BS degree
-Possession of excellent oral and written communication skills
-Possession of excellent self-organization and self-management skills, including self-initiation and follow through
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Top Secret clearance is required.
We're an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic—to fearlessly drive change.
Apply on company website