Sr. Software Technical Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Software Technical Support Manager based in the United States.

We are seeking an experienced Senior Software Technical Support Manager to provide strategic technical support for a Federal Government delivery and retail systems program.
In this role, you will support program leadership across the full software development lifecycle, including planning, development, maintenance, and production operations.
You will identify technical requirements, dependencies, risks, and implementation readiness considerations to ensure successful software changes.
Working across multiple technical teams, you will help maintain system performance, resolve complex issues, and proactively mitigate operational risks.
You will also contribute to project planning, change management, capacity forecasting, and continuous process improvement.
This is an onsite, contract-to-hire opportunity in a highly integrated enterprise technology environment, supporting critical government systems.

Accountabilities

You will serve as a senior technical resource for the Program Management team, helping coordinate software initiatives, manage technical dependencies, and ensure operational stability. Your responsibilities will include:

• Oversee and support the entire Software Development Life Cycle (SDLC), from planning and development through implementation, maintenance, and production support.

• Manage technical projects from assignment through implementation, ensuring milestones and delivery objectives are achieved.

• Monitor system performance and proactively identify, assess, and mitigate technical and operational risks.

• Support program leadership with change management activities, dependency assessments, and Critical Path Method (CPM) planning.

• Develop and maintain risk burndown charts to track dependencies, mitigation strategies, and project readiness.

• Identify technical requirements, system impacts, and integration dependencies during early software planning stages.

• Coordinate development readiness assessments, technical discovery, and requirements reviews.

• Support production incidents, performance issues, defect resolution, and ongoing software maintenance activities.

• Analyze API call patterns, response times, and latency trends to diagnose integration and performance issues across enterprise platforms.

• Collaborate with multiple technical teams to manage system dependencies and resolve complex cross-platform challenges.

• Coordinate technical resources during high-priority production incidents to support timely resolution.

• Monitor team velocity and contribute to capacity planning and resource allocation.

• Recommend and implement process improvements to strengthen software delivery, operational efficiency, and technical performance.

• Communicate technical risks, project status, and recommendations clearly to Program Managers and other stakeholders.

Requirements

The ideal candidate is a technically experienced and highly organized professional with strong enterprise software development knowledge, proven leadership capabilities, and the ability to manage complex integrated systems. You should bring:

• Bachelor's degree or equivalent academic qualification from an accredited college or university in a relevant field.

• At least 8 years of experience in an enterprise software development environment.

• At least 3 years of hands-on computer programming experience, including developing complex web applications.

• Experience with Docker, Kubernetes, cloud integration, containerization, and CI/CD pipelines.

• At least one of the following certifications:

  • SAFe Release Train Engineer (RTE).

  • SAFe Architect.

  • PMI Agile Certified Practitioner (PMI-ACP).

  • Experience supporting complex, integrated production software systems and managing technical dependencies and critical project paths.

  • Strong understanding of the Software Development Life Cycle (SDLC), software project planning, and change management.

  • Demonstrated ability to identify technical risks and dependencies early in the planning and development process.

  • Experience working across multiple technical teams, platforms, and system integrations.

  • Proven ability to troubleshoot production incidents, performance issues, software defects, and maintenance challenges.

  • Strong knowledge of APIs, web services, system interfaces, and Interface Control Documents (ICDs).

  • Familiarity with application and server architecture, Windows and/or Linux server environments, and network connectivity fundamentals.

  • Understanding of databases, SQL concepts, Docker/Kubernetes environments, CI/CD pipelines, and GitHub.

  • Proficiency with Microsoft Office applications and collaboration tools such as Zoom.

  • Strong analytical, troubleshooting, documentation, and problem-solving skills.

  • Excellent communication and stakeholder management abilities, including the capacity to explain complex technical concepts to non-technical audiences.

  • Demonstrated leadership, organizational, time management, budget management, and risk management capabilities.

  • Adaptability, teamwork, and the ability to coordinate priorities in demanding technical environments.

  • Must be a U.S. citizen or permanent U.S. resident (Green Card holder).

  • Must be eligible to obtain Public Trust security clearance.

  • Must have resided in the United States continuously for the past five years.

  • Must not have spent more than six months traveling outside the United States during the past five years. Military service is excluded from this restriction.

  • Candidates without the required clearance will be subject to a Federal Government background investigation.

  Benefits

  • Contract-to-hire employment opportunity.

  • Onsite position based in Merrifield, Virginia.

  • Opportunity to support a critical Federal Government technology program.

  • Exposure to complex enterprise software systems, cloud technologies, APIs, and modern containerization environments.

  • Opportunity to contribute to strategic software planning, technical risk management, and large-scale system improvements.

  • Collaboration with experienced technical teams and Program Management professionals.