Job Description ECS is seeking an
IT Support Lead to work in our
Washington, DC office.
Please Note: This position is contingent upon contract award. ECS is seeking an IT Support Lead to supervise and modernize day-to-day IT support operations at the SEC. While this role involves traditional support leadership-managing technicians, handling escalations, and meeting SLA targets-the SEC is looking for a leader who will actively drive automation and AI adoption within the support function. The future of IT support at the SEC is one where AI-powered chatbots handle routine requests, automated workflows resolve common issues without human touch, and data analytics identify patterns that prevent repeat incidents.
You will lead a team of support technicians while partnering with the Solutions Engineers and Knowledge Managers to implement intelligent self-service portals, automated ticket routing, and predictive support tools. You are expected to be a hands-on leader who can both manage people and implement the automation tools that will transform how support is delivered.
General Description of Benefits
Required Skills - 7+ years of IT support experience with at least 2 years in a lead or supervisory role
- Experience implementing support automation-chatbots, automated ticket routing, self-service portals, or automated resolution workflows
- Strong knowledge of ServiceNOW (or equivalent ITSM platform) including workflow design and automation capabilities
- Experience using data and analytics to identify trends, reduce ticket volume, and improve first-call resolution rates
- Proven ability to manage and develop support teams of 10+ personnel
- Strong knowledge of Windows, Office 365, enterprise applications, and standard enterprise IT support tools
- Customer-service orientation with excellent communication skills for interfacing with government end users
- Active Secret clearance or ability to obtain; U.S. citizenship required
- Bachelor's degree in Information Technology or related field. Equivalent combination of education and 10+ years of IT support experience accepted.
Desired Skills - Experience implementing AI-powered support tools (virtual agents, intelligent knowledge suggestions, predictive ticket categorization)
- HDI Support Center Lead or Manager certification
- ITIL Foundation or Practitioner certification
- Experience with Power Platform (Power Automate, Power BI) for support process automation and analytics
- Knowledge of Knowledge-Centered Service (KCS) methodology
- Experience in a federal government support environment
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3200+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.
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