Litigation Support/ Help Desk Manager

Location: Washington, DC
Date Posted: 08-26-2016
Litigation Support/ Help Desk Manager
User Support Program Manager

 
            (a) Responsibilities/Duties.  Senior Contractor responsible for designing, implementing, and overseeing end-user support for a large organizational component employing a broad spectrum of applications and hardware.  For example, in the Civil Division, the User Support Program Manager would be the senior person overseeing the Division’s Self Help Program.  Responsible for designing, directing, and evaluating the effectiveness of the entire program.  Oversees all aspects of user and system documentation, training, communications, budgeting and staffing.  Proactively seeks improvements to products, technologies, and approaches, and independently provides recommendations to Government managers on the best ways to make applications available and on which packages might be best suited for particular needs or the existing technical environment.  Reports to the Contractor IT Manager or the Systems Manager for a very large case, but works extensively and directly with Government managers, attorneys, IT personnel, and support staff. 
 
            (b)  Qualifications.  At least seven years of providing direct support to end users of computer applications preferred, including at least three years supervising a team providing such support.  Experience actually setting up an end user support program.  Must be an expert user of the applications supported; must have in-depth knowledge of the network, telecommunications, and operating systems environment being supported.  At least two years of experience in automated litigation support very strongly preferred.  Experience with DOJ office automation environments extremely helpful.  Outstanding oral and written communications skills required.  Undergraduate degree strongly preferred. 
 





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