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User Support Manager Jobs in Washington (NOW HIRING)

ValidaTek

User Support Manager

Quantico, VA · On-site

The User Support Team Lead is responsible for leading and managing a team of User Support Specialists to ensure the efficient delivery of IT support services. This role oversees incident and service ...

ValidaTek, Inc.

User Support Manager

Quantico, VA · On-site

$90K - $125K/hr

The User Support Team Lead is responsible for leading and managing a team of User Support Specialists to ensure the efficient delivery of IT support services. This role oversees incident and service ...

BayNova

User Support Specialist

Alexandria, VA · On-site

BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an ... management • Communicate and work effectively with other contractors and personnel from other ...

BayNova LLC

User Support Specialist

Alexandria, VA · On-site

BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an ... Responsible for escalation within the team or to management * Communicate and work effectively with ...

BayNova LLC

User Support Specialist

Alexandria, VA · On-site

BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an ... Responsible for escalation within the team or to management * Communicate and work effectively with ...

VTG

User Support Specialist

Reston, VA · On-site

Overview VTG is seeking a User Support Specialist to support National Security customers. What will ... Familiarity with IT Service Management and Best Practices.

VTG

User Support Specialist

Reston, VA · On-site

Overview VTG is seeking a User Support Specialist to support National Security customers. What will ... Five years of experience with workflow design and management. * Five years of experience performing ...

Hirekeyz Inc

End User Support Specialist

Andrews, MD · On-site

The End User Support Specialis t will support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program. This role ...

DMI

End User Support Specialist

Crownsville, MD · On-site

With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity ... The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies ...

Cni

User Support Specialist III

Rockville, MD

$29/hr

SUMMARY The User Support Specialist III provides information technology services support for the ... management and federal staff) * Exceptional customer service skills with ability to respond to ...

DMI

End User Support Specialist

Crownsville, MD · On-site

$31K/yr

With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity ... The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies ...

DMI

End User Support Specialist

Crownsville, MD

With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity ... The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies ...

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User Support Manager information

What is the difference between User Support Manager vs Customer Service Supervisor?

AspectUser Support ManagerCustomer Service Supervisor
Required CredentialsBachelor's degree in IT, Business, or related field; experience in support rolesBachelor's degree in Business, Communications, or related; experience in customer service
Work EnvironmentIT support teams, technical environments, help desksCall centers, retail, service industries
Employer & Industry UsageTech companies, software firms, IT departmentsRetail, hospitality, telecom, service sectors
Common Search & ComparisonFocuses on technical support management and team leadershipFocuses on customer interaction and service quality oversight

The User Support Manager typically oversees technical support teams in IT or software environments, focusing on resolving technical issues and managing support staff. In contrast, the Customer Service Supervisor manages customer interactions in service or retail settings, emphasizing service quality and customer satisfaction. While both roles involve team leadership and customer interaction, their industry focus and technical requirements differ.

Infographic showing various User Support Manager job openings in Washington as of September 2026, with employment types broken down into 96% Full Time, and 4% Contract. Highlights an 92% In-person, and 8% Remote job distribution.

User Support Manager

Quantico, VA • On-site

ValidaTek
IT Services • 201 - 500 employees
Learn more about ValidaTekexternal

Full-time

Re-posted 4 days ago

Job description

Company Overview:
At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our employees are building purpose-driven careers, not just filling jobs. We bring together people with many different perspectives, experiences, and talents to drive innovation and achieve more together than we can individually. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com
Summary:
The User Support Team Lead is responsible for leading and managing a team of User Support Specialists to ensure the efficient delivery of IT support services. This role oversees incident and service request management, customer support operations, workload distribution, escalation processes, and team performance while ensuring high levels of customer satisfaction and compliance with organizational standards.
Responsibilities:
  • Lead and supervise a team of User Support Specialists providing Tier 1 end-user support.
  • Manage service request and incident ticket queues, ensuring timely resolution, escalation, and closure.
  • Monitor team performance, workload distribution, service levels, and key performance metrics.
  • Provide exceptional customer service and technical support for hardware, software, network connectivity, application access, and telecommunications issues.
  • Oversee installation, configuration, maintenance, and support of desktops, laptops, printers, peripherals, and mobile devices.
  • Ensure accurate documentation, ticket tracking, and maintenance of IT asset inventories.
  • Coordinate escalations with system administrators, network engineers, developers, and other technical teams.
  • Identify recurring technical issues, trends, and opportunities for process improvement.
  • Develop and maintain operational procedures, knowledge base articles, and support documentation.
  • Prepare reports and brief leadership on team performance, service trends, and operational challenges.
  • Ensure compliance with applicable DoD, DoN, organizational policies, and IT service management practices.

Qualifications:
  • Bachelor's degree in Information Technology or related field and a minimum of five (5) years of IT support experience; or seven (7) years of IT support experience in lieu of a degree.
  • Prior experience leading or performing in a User Support Team Lead, Service Desk Lead, or similar role.
  • Active Top Secret clearance with TS/SCI eligibility.
  • Experience supporting end users in enterprise IT environments.
  • Strong understanding of incident management, service request fulfillment, and ticketing systems.
  • Excellent written and verbal communication skills with a strong customer service focus.
  • Demonstrated leadership, organizational, and problem-solving abilities.
  • Ability to obtain and maintain required baseline and technical certifications supporting Tier 1 customer support responsibilities.
Preferred Qualifications:
  • ITIL Foundation certification or experience working within ITIL-based service management environments.
  • Experience supporting DoD or Federal Government organizations.
  • Familiarity with IT asset management, knowledge management, and service desk reporting.
  • Experience using enterprise ticketing and IT service management platforms.

Salary Disclosure:
Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications. The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.
EEO Statement:
ValidaTek is an Equal Opportunity Employer. All qualified applicants will be considered without regard to disability, protected veteran status, or any other status protected by federal, state, or local laws. Applicants who are selected for employment will be required to verify authorization to work in the United States. Offers of employment will be contingent upon passing a post-offer background check.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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