Client Support Manager Jobs in Washington (NOW HIRING)

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

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Overview:

This effort provides Operations and Maintenance (O&M) of mission-critical IT systems for the Department of State, Consular Affairs (CA), supporting 10,000 users across 230 overseas posts, 29 domestic passport agencies, and multiple data centers.

The Applications Support Manager (ASM) shall oversee the team (est. 10 technicians) responsible for providing Tier II support to CA/CST IT systems, web applications, unique imaging and archiving applications, client server applications and specialized server applications supporting multiple functions. The ASM shall have experience working with Tier III Support.

 Responsibilities:

• Responsible for the day-to-day application operations in the CA Service Center.
• Responsible for the training, staffing, and operational efficiency of the application support team.
• Collaborate with Engineers and Product Managers to implement functionality
• Ability to meet deadlines and satisfy requirements from other Engineers and Product Management
• Design, deploy and maintain cloud-first/services-first secure solutions in support of our next-generation services, leveraging DevOps principles
• Drive the security architecture and implementation for APIs and Microservices deployed on Kubernetes Services
• Work with third parties and tools on Cloud security and compliance including regular security scanning, penetration testing
• Responsible for reviewing security findings and working with different teams on mitigating findings in timely manner depending on severity of the finding
• Creating and maintaining multiple automated pipelines that build, test, security scan, and deploy various code bases
• Communicate effectively and efficiently across all divisions including with the business, technical teams, and leaders
• Take technical ownership of tasks and successfully work independently
• Performs related duties as assigned

Required

• BA/BS in information technology or related discipline or equivalent experience.
• Possesses an ITIL Foundations Level Certification (or higher).
• Demonstrated experience with the lifecycle of the Service Development Lifecycle (SDLC) process for applications similar in size, scope, and complexity to the requirements of this task.
• A minimum of Four (4-9) years of experience supporting modernized or legacy applications and managing and leading an applications support staff with skills applicable to a project environment, similar in size, scope, and complexity as this task.
• Possesses a Top Secret

Desired

• Possesses a SAFe Agile certification.
• Possesses a CompTIA Security+ certification.

Work Environment: 

• May require occasional travel between work centers or to client sites.
• Some after-hours or on-call support may be necessary.
• On-site work in a secure government or contractor facility.
• Must be able to work in a high-security environment and comply with all relevant security protocols.
• Standing for long periods.
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 30 pounds
• Travel by land or air transportation 5 %

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.