User Support Program Manager [Remote]

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a User Support Program Manager in the United States.

This role is focused on leading and evolving large-scale end-user support programs within a mission-critical government environment. You will be responsible for designing, implementing, and continuously improving support services that ensure seamless access to applications, tools, and systems used in complex litigation and operational workflows. Acting as both a strategic leader and hands-on program owner, you will oversee training, documentation, communications, and user engagement initiatives across a broad user base. The position requires close collaboration with government stakeholders, technical teams, and operational leaders to ensure service quality, usability, and performance. You will also evaluate existing tools and processes, recommending improvements that enhance efficiency and user experience. This is a high-impact leadership role where your work directly supports critical legal and operational missions at scale.

Accountabilities:

• Design, implement, and manage a comprehensive end-user support program supporting a large and complex user environment.
• Oversee all aspects of user support operations, including documentation, training programs, communications, staffing, and budget coordination.
• Evaluate program effectiveness and continuously identify opportunities to improve tools, processes, and support delivery models.
• Serve as a senior advisor to stakeholders, recommending optimal application usage, technology solutions, and support approaches aligned with mission needs.
• Collaborate closely with government leaders, attorneys, IT personnel, and operational staff to ensure effective service delivery and user satisfaction.
• Lead strategic improvements to application accessibility, usability, and adoption across supported systems and environments.
• Ensure consistent alignment between user support services and broader organizational and mission objectives.

Requirements:

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to employment start.
• Minimum of 7 years of experience providing direct end-user application support, including at least 3 years in a supervisory or program leadership role.
• Demonstrated experience establishing or managing end-user support programs in complex organizational environments.
• Strong expertise in supported applications, with solid understanding of underlying network, telecommunications, and operating system environments.
• At least 2 years of experience in automated litigation support strongly preferred.
• Excellent written and verbal communication skills, with the ability to engage effectively with technical and non-technical stakeholders.
• Experience working in government or DOJ-related office automation environments is highly desirable.
• Bachelor’s degree in a related field is preferred.
• Ability to work independently in a fully remote environment while maintaining availability for occasional on-site meetings in the Washington, DC area.

Benefits:

• Competitive compensation package aligned with experience and role scope
• Health, dental, and vision insurance coverage
• 401(k) retirement plan
• Flexible Spending Account (FSA) options
• Tuition reimbursement program
• 11 paid federal holidays
• Approximately 3 weeks of paid time off
• Fully remote work arrangement with occasional onsite flexibility near Washington, DC
• Opportunity to support high-impact federal mission programs in a specialized technical environment.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.