User Support Specialist Senior Manager

About this role

<div class="content-intro"><div> <div> </div> <div>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. </div> <div> </div> <div>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. </div> <div> </div> <div>Join us to drive positive, lasting change that moves missions and the government forward!</div> <div> </div> </div></div><p><strong>You Are:</strong></p> <p>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.</p> <p><strong>The Work:</strong></p> <ul> <li>Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.</li> <li>Ensure team members deliver effective troubleshooting for hardware, software, network, and access‑related issues, escalating complex incidents to the appropriate technical teams.</li> <li>Drive quality and consistency in user interactions across phone, email, chat, and in‑person support</li> <li>Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and user‑friendly documentation.</li> <li>Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices</li> <li>Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement</li> <li>Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.</li> <li>Partner with cross‑functional teams to refine support workflows, improve system usability, and enhance overall service delivery.</li> </ul> <p><strong>Here's What You Need:</strong></p> <ul> <li>Candidates must meet <strong>one</strong> of the following three areas:</li> </ul> <ul> <ol> <li><strong>Advanced Degree: </strong></li> <ul> <li>Master’s degree or Ph.D. in one of the following fields: Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering.</li> </ul> <li><strong>Equivalent Training: <br></strong>Completion of one of the following accepted training programs: </li> <ul> <li>A-661-0500</li> <li>A-531-0022</li> <li>A-150-1980</li> <li>C-531-0038</li> <li>A-150-1940A</li> <li>A-150-1941</li> <li>A-150-1903</li> <li>C-150-1401</li> <li>W-150-4575</li> <li>S-250-1095</li> <li>A-150-1250</li> <li>A-102-5888</li> <li>A-102-5599 (SNOOP)</li> <li>A-531-0045</li> <li>A-113-0381</li> <li>A-113-0381</li> <li>A-113-0342</li> <li>A-104-0083(P/L)</li> <li>A-121-0594 (P/L)</li> <li>A-104-0084</li> <li>A-150-4219 (P/L)</li> <li>A-150-9020 (P/L)</li> <li>Technical Support Specialist (Advanced) Playlist</li> </ul> <li><strong>Professional Certification:<br></strong>Holding one of these certifications:</li> <ul> <li>SecurityX / CASP+</li> <li>CCNP Security</li> <li>CISA</li> <li>FITSP-O</li> <li>GICSP</li> <li>SSCP</li> </ul> </ol> </ul> <ul> <li>10+ years of IT experience, with significant experience providing end-user support in enterprise or mission-critical technical environments</li> <li>Expert knowledge of end-user support, service desk operations, incident management, request fulfillment, and customer service best practices.</li> <li>Experience with one or more of the following:</li> <ul> <li>Resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues</li> <li>Supporting multi-channel user communications, including phone, email, chat, walk-up, remote support, and ticketing queues</li> <li>Documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms</li> <li>Supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting</li> <li>Creating, updating, and using knowledge base articles, SOPs, job aids, and user-facing support documentation</li> <li>Coordinating with system administration, network, cybersecurity, application,…