Supervisory Information Technology Specialist (Head, Service Desk Operations)

Library of Congress • Washington, DC

4d • Hybrid

About The Position

The Library of Congress shares its vast collections of books, manuscripts, photographs, maps, audiovisual materials, and priceless artifacts to cultivate curiosity and spark imagination. We engage, inspire, and inform Congress and the American people with a universal and enduring source of knowledge and creativity. We seek highly talented professionals to join a vibrant and collaborative community. Your work here will have lasting impact on the Library and its users well into the future. This position is located in the Service Desk Operations Section, IT End User Services Division, IT Partner Engagement Directorate, Office of the Chief Information Officer. This position is responsible for overseeing the Service Desk contract and customer support operations serving end users across the enterprise. The candidate should have experience leading Tier 1 support teams, coordinating customer outreach, monitoring service quality, and ensuring timely and effective resolution of incidents and service requests. Responsibilities include establishing customer-focused support procedures, overseeing help desk operations and communications, tracking trends and recurring issues, coordinating escalations to Tier 2 and Tier 3 technical teams when needed, and promoting continuous improvements to the end-user experience. Experience supporting enterprise users through service disruptions, major deployments, and changes to workplace technology is essential, along with the ability to build strong relationships with customers and partner organizations. The purpose of this position is to provide guidance, leadership, and supervision to those working in the section as well as matrixed project teams. The Supervisory IT Specialist develops, implements, and manages high visibility enterprise-wide projects and is responsible for the success of the project(s). In addition, the Supervisory IT Specialist provides technical expertise in monitoring and evaluating activities covering the projects. This permanent position is hybrid telework-eligible. It is not eligible for 100% distant/remote telework.

Requirements

• Progressively responsible experience and training sufficient in scope and quality to furnish an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.
• Ability to supervise and lead a diverse workforce.
• Ability to analyze organizational and operational problems and develop solutions.
• Knowledge and experience building and nurturing teams.
• Knowledge of IT Troubleshooting Methodologies.
• Ability to apply project management methodologies and techniques to plan and manage complex IT projects.
• Ability to communicate in writing.
• Ability to communicate effectively other than in writing.

Nice To Haves

• Experience leading Tier 1 support teams, coordinating customer outreach, monitoring service quality, and ensuring timely and effective resolution of incidents and service requests.
• Establishing customer-focused support procedures, overseeing help desk operations and communications, tracking trends and recurring issues, coordinating escalations to Tier 2 and Tier 3 technical teams when needed, and promoting continuous improvements to the end-user experience.
• Experience supporting enterprise users through service disruptions, major deployments, and changes to workplace technology.
• Ability to build strong relationships with customers and partner organizations.
• Develops, implements, and manages high visibility enterprise-wide projects and is responsible for the success of the project(s).
• Provides technical expertise in monitoring and evaluating activities covering the projects.

Responsibilities

• Supervise a group of employees performing work at or below the GS-14 level.
• Provide administrative and technical supervision needed for accomplishing the unit's work.
• Perform the administrative and human resource management functions relative to the staff supervised.
• Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system.
• Observe workers' performance; demonstrate and conduct work performance critiques.
• Provide informal feedback and periodically assesses employee performance.
• Resolve informal complaints and grievances.
• Develop work improvement plans and recommend personnel actions as necessary.
• Provide advice and counsel to workers pertaining to work and administrative matters.
• Effect disciplinary measures appropriate to the delegated authority.
• Review and approve or disapprove leave requests.
• Ensure subordinates are trained and fully comply with safety regulations.
• Be responsible for advancing the goals of equal employment opportunity (EEO) by taking positive steps to ensure diversity objectives arc accomplished and by adhering to nondiscriminatory employment practices in regard to race, color, religion, national origin, age, and disability.
• Initiate nondiscriminatory practices for the area under his/her supervision in the following: (l) merit promotion of employees and recruitment and hiring of applicants; (2) fair treatment of all;(3) encouragement and recognition of employee achievements; (4) career development of employees; and (5) full utilization of their skills.
• Communicate assignments, projects, problems, actionable events, milestones, program issues under review, and deadlines to the project team.
• Identify, distribute, and balance workload and tasks among employees in accord with established workflow, skill level, and/or occupational specializations.
• Make adjustments to accomplish the work in accord with established priorities to ensure timely completion of assigned team tasks; and ensure each employee has an integral role in developing the final team product.
• Monitor and report on the status and progress of work, checking on work in progress and reviewing completed work to ensure instructions on work priorities, methods, deadlines, and quality have been met.
• Prepare reports and maintain records of work accomplishments and administrative information, as needed, and coordinates the preparation, presentation, and communication of work-related information to the supervisor.
• Coordinate implementation of the projects and work relationships with relevant areas of the Library.
• Direct the installation and maintenance of computer hardware and software supplied by equipment manufacturers and software development companies.
• Perform various other duties as assigned.
• The Supervisor leads his/her staff toward meeting the Library’s vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• The Library of Congress may offer repayment for all or part of federally insured student loans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed