Senior Level User Support Technician Jobs
Senior level user support technician jobs put experienced professionals in charge of technical escalations, team direction, and the systems that keep enterprise environments running reliably. With 9% of openings remote or hybrid, hiring across Technology & Software, Electronics & Hardware, and Banking & Financial Services is active, with employers like Collabera, Apple, and Lenovo hiring at this level now.
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Lead UX Designer
Duties and Responsibilities:
- Lead UX strategy and design activities for the OIT program and related applications.
- Support the Launchpad process, including development of user-centered requirements, UX artifacts, workflows, and supporting documentation.
- Conduct user research, stakeholder interviews, workshops, and usability assessments to understand user needs and pain points.
- Develop user journeys, personas, process flows, information architecture, wireframes, prototypes, and high-fidelity designs.
- Translate business and technical requirements into intuitive, accessible, and user-centered experiences.
- Facilitate design sessions with business users and technical teams to validate proposed solutions.
- Establish UX design standards and patterns that can be consistently applied across DGS applications.
- Ensure designs comply with ADA/accessibility requirements and applicable State of Maryland standards.
- Collaborate with product owners, business analysts, developers, architects, and project managers throughout the product lifecycle.
- Review vendor and implementation-partner deliverables to ensure UX requirements and design standards are met.
- Provide UX input into product roadmaps, solution decisions, enhancements, and prioritization.
- Identify usability risks and recommend improvements before solutions move into development or production.
- Maintain UX documentation and design artifacts as a central source of truth.
- Support user acceptance testing and incorporate user feedback into iterative design improvements.
- Ensure UX decisions are based on measurable user and business outcomes rather than technology alone.
- Provide knowledge transfer and continuity as external UX resources transition off the project.
Education and Years of Experience:
Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field. 8+ years of experience in UX/UI design, product design, or a related discipline.
Required Qualifications:
- Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field.
- 8+ years of experience in UX/UI design, product design, or a related discipline.
- Experience leading UX design activities for large-scale enterprise or government applications.
- Strong experience with user research, journey mapping, wireframing, prototyping, and usability testing.
- Experience working in Agile/product-development environments.
- Strong understanding of accessibility and user-centered design principles.
- Experience collaborating with business stakeholders, technical teams, vendors, and senior leadership.
- Strong communication, facilitation, and presentation skills.
- Ability to translate complex business processes into simple and intuitive user experiences.
Preferred Qualifications:
- Delivery management experience
- Experience with government, ERP, or other enterprise systems.
- Experience with State of Maryland or other public-sector IT projects.
- Experience with design tools such as Figma, Adobe XD, Sketch, or equivalent.
- Experience establishing UX standards/design systems for enterprise applications.
- Experience working with accessibility standards such as WCAG and ADA compliance.
Core Competencies
The UX Design Lead will be expected to produce and maintain:
- User personas and stakeholder profiles
- Current-state and future-state user journey maps
- User flows and process maps
- Wireframes and prototypes
- High-fidelity UI designs
- Usability testing plans and findings
- UX requirements and acceptance criteria
- Accessibility assessments
- UX/design standards and patterns
- Launchpad UX documentation
- Design decision documentation
- User research and feedback summaries
- UX recommendations for future product enhancements
Location: Baltimore, MD (Onsite) only Locals
Lead UX Designer
Duties and Responsibilities:
- Lead UX strategy and design activities for the OIT program and related applications.
- Support the Launchpad process, including development of user-centered requirements, UX artifacts, workflows, and supporting documentation.
- Conduct user research, stakeholder interviews, workshops, and usability assessments to understand user needs and pain points.
- Develop user journeys, personas, process flows, information architecture, wireframes, prototypes, and high-fidelity designs.
- Translate business and technical requirements into intuitive, accessible, and user-centered experiences.
- Facilitate design sessions with business users and technical teams to validate proposed solutions.
- Establish UX design standards and patterns that can be consistently applied across DGS applications.
- Ensure designs comply with ADA/accessibility requirements and applicable State of Maryland standards.
- Collaborate with product owners, business analysts, developers, architects, and project managers throughout the product lifecycle.
- Review vendor and implementation-partner deliverables to ensure UX requirements and design standards are met.
- Provide UX input into product roadmaps, solution decisions, enhancements, and prioritization.
- Identify usability risks and recommend improvements before solutions move into development or production.
- Maintain UX documentation and design artifacts as a central source of truth.
- Support user acceptance testing and incorporate user feedback into iterative design improvements.
- Ensure UX decisions are based on measurable user and business outcomes rather than technology alone.
- Provide knowledge transfer and continuity as external UX resources transition off the project.
Education and Years of Experience:
Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field. 8+ years of experience in UX/UI design, product design, or a related discipline.
Required Qualifications:
- Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field.
- 8+ years of experience in UX/UI design, product design, or a related discipline.
- Experience leading UX design activities for large-scale enterprise or government applications.
- Strong experience with user research, journey mapping, wireframing, prototyping, and usability testing.
- Experience working in Agile/product-development environments.
- Strong understanding of accessibility and user-centered design principles.
- Experience collaborating with business stakeholders, technical teams, vendors, and senior leadership.
- Strong communication, facilitation, and presentation skills.
- Ability to translate complex business processes into simple and intuitive user experiences.
Preferred Qualifications:
- Delivery management experience
- Experience with government, ERP, or other enterprise systems.
- Experience with State of Maryland or other public-sector IT projects.
- Experience with design tools such as Figma, Adobe XD, Sketch, or equivalent.
- Experience establishing UX standards/design systems for enterprise applications.
- Experience working with accessibility standards such as WCAG and ADA compliance.
Core Competencies
The UX Design Lead will be expected to produce and maintain:
- User personas and stakeholder profiles
- Current-state and future-state user journey maps
- User flows and process maps
- Wireframes and prototypes
- High-fidelity UI designs
- Usability testing plans and findings
- UX requirements and acceptance criteria
- Accessibility assessments
- UX/design standards and patterns
- Launchpad UX documentation
- Design decision documentation
- User research and feedback summaries
- UX recommendations for future product enhancements
Location: Baltimore, MD (Onsite) only Locals
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Top Industries Hiring
- Technology & Software10
- Electronics & Hardware2
- Banking & Financial Services2
- Manufacturing1
- Medical Devices1
Senior Level User Support Technician Jobs: Frequently Asked Questions
How do I get a senior level user support technician job?
Employers at this level want candidates who have owned complex support environments, not just resolved tickets. Demonstrating that you have led incident response, mentored junior technicians, and driven process improvements gives you a clear edge. Certifications like CompTIA A+, Network+, or Microsoft MCSA reinforce technical depth, but documented leadership outcomes are what move candidates to the top of the shortlist at the senior stage.
Which companies hire senior level user support technicians?
Companies hiring senior level user support technicians right now include Collabera, Apple, and Lenovo, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from mid-size to large organizations that need experienced professionals to stabilize and lead their internal support operations rather than simply fill a seat.
Are there remote senior level user support technician jobs?
Yes, though availability depends on the employer and the nature of the environment being supported. About 9% of senior level user support technician openings are remote or hybrid as of November 2026, reflecting strong demand from organizations that have matured their remote infrastructure and need senior technicians who can operate and lead within it without on-site supervision.
What makes a user support technician role senior level?
Senior level user support technician roles are defined by scope, ownership, and influence rather than task volume. Professionals at this stage own the resolution of complex or escalated issues, design and enforce support standards, mentor less experienced team members, and contribute to procurement or tooling decisions. The expectation is that they set the technical direction for the support function, not just execute within it.
Which industries hire the most senior level user support technicians?
Senior level user support technician roles concentrate in Technology & Software, Electronics & Hardware, and Banking & Financial Services, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring at this level because their operations depend on complex, often regulated technology environments where experienced oversight and consistent escalation leadership directly affect business continuity.