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
Preferred Qualifications- 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.
Top Skills
What We Do
ECS, a segment of ASGN (NYSE: ASGN), delivers advanced solutions and services in cloud, cybersecurity, artificial intelligence (AI), machine learning (ML), application and IT modernization, and science and engineering. The company solves critical, complex challenges for customers across the U.S. public sector, defense, intelligence and commercial industries. ECS maintains partnerships with leading cloud, cybersecurity, and AI/ML providers and holds specialized certifications in their technologies. Headquartered in Fairfax, Virginia, ECS has more than 3,400 employees throughout the U.S. and has been recognized as a Top Workplace by The Washington Post for the last five years.
