Application Services Manager

Iron Bow Technologies•Columbia, WA

3d•Hybrid

About The Position

Iron Bow Technologies is seeking an experienced Application Services Manager to support a long-standing Department of Justice (DOJ) Civil Division customer. This individual will lead a team of Application Services Technicians responsible for delivering application support, consultation, and guidance to DOJ attorneys and staff. As the face of the Application Services Team, you will champion exceptional customer experiences while driving operational excellence, team performance, and continuous improvement. This role is ideal for a collaborative leader who enjoys mentoring team members, fostering a positive team culture, and ensuring high-quality support delivery in a dynamic hybrid environment. This position is currently hybrid, requiring two days onsite each week, with the remaining days remote.

Requirements

Strong leadership, coaching, and team development capabilities.
Excellent analytical, problem-solving, and decision-making skills.
Exceptional verbal and written communication skills.
Ability to manage competing priorities while maintaining focus on customer satisfaction and operational excellence.
Strong organizational skills and attention to detail.
Ability to perform effectively in fast-paced, high-visibility environments.
Commitment to continuous improvement and service delivery excellence.
Knowledge of DOJ Civil Online Relativity Application (CORA) and Relativity functionality.
Ability to collaborate effectively across technical teams, customers, and executive leadership.
Minimum of 6 years of experience delivering IT customer support services, including at least 2 years in a team leadership or supervisory role.
Experience supporting and leading teams responsible for complex technical support operations.
Experience with ITSM platforms, such as ServiceNow, Cherwell and/or Neurons , and managing 24x7 operations, critical problem escalation/resolution and vendor management.
Experience managing critical escalations, vendor relationships, and 24x7 support environments.
Experience planning and executing multiple concurrent projects, including: Operating system upgrades, Network and domain transitions, Infrastructure consolidations, Hardware refresh initiatives.
Extensive experience translating business requirements into strategic IT implementation plans.
Experience designing, implementing, and supporting enterprise IT solutions.
Experience conducting gap analyses and identifying opportunities to improve IT service delivery.
Experience working within formal ACD environments.
Ability to communicate effectively with all levels of an organization, including executive leadership.
Ability to obtain and maintain a Secret Security Clearance (active clearance preferred).
Associate’s degree or higher in Computer Science, Computer Engineering, Programming, or a related field.
Required Certifications: CCSP (Certified Customer Service Professional), RelativityOne Review Pro (R1RP) Certification, or willingness to obtain.

Nice To Haves

Active Secret Security Clearance preferred.

Responsibilities

Lead and provide daily oversight of the Application Services Team, serving as the primary point of contact for team operations.
Drive team performance by coordinating workloads, monitoring productivity, and ensuring alignment with contractual service level agreements (SLAs).
Perform quality reviews and assessments to ensure consistent, timely, and high-quality customer support.
Analyze performance metrics, identify trends, determine root causes, and implement corrective actions when needed.
Foster a positive team culture through coaching, mentoring, recognition, and constructive feedback.
Collaborate closely with DOJ stakeholders and internal support teams, including Help Desk and Training teams.
Develop and maintain SOPs, knowledge articles, quick reference guides, best practice documentation, and process improvements.
Deliver Tier 2 application support, including ticket management, troubleshooting, issue resolution, and escalation management.
Provide workflow guidance and consultation to end users on approved tools and technologies.
Evaluate business processes and recommend technology solutions that improve efficiency and service delivery.
Ensure team coverage during customer support hours of 7:30 AM – 6:00 PM.