Supervisory IT Specialist (Customer Support)

Army National Guard Units • New Castle, DE

9d

About The Position

This is a National Guard Title 5 Excepted Service position in the Delaware Department of Information Management, National Guard. The Supervisory IT Specialist (Customer Support) oversees employees and customer-support operations, including performance management, training, IT service delivery, customer-service requirements, and information technology resources. The position serves as a subject matter expert on IT applications, operating systems, protocols, and equipment, and as the Contracting Officer’s Representative. The appointment is indefinite, not to exceed one year, and may be extended at management’s discretion; it will not be made permanent.

The role establishes and evaluates employee performance standards, reviews work plans and schedules, provides guidance and counseling, addresses grievances and disciplinary matters, and arranges employee training and development. It applies information security and assurance practices in customer support, monitors and analyzes customer-service trends and metrics, maintains problem-tracking and resolution databases, and develops customer-support policies and procedures. The position also supports IT asset acquisition and oversight, monitors contract progress, and provides customer training as required.

Requirements

• At least one year of specialized experience equivalent to at least the next lower grade, closely related to the work and meeting the stated qualification requirements.
• Specialized experience involving computer applications or specialty areas, planning and coordinating assignment actions, developing project controls, adapting guidelines or precedents, preparing cost-benefit documentation, and knowledge of data-processing functions and general management principles.
• Supervisory experience managing the function of the work to be performed, including leading, directing, and assigning work to personnel.
• Meet the definition of specialized experience by the close of the advertisement.
• Meet the definition of supervisory experience by the close of the advertisement.
• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a trial period.
• Participation in direct deposit is mandatory.
• If subject to the Military Selective Service Act registration requirement, male applicants born after December 31, 1959 must be registered to be eligible for appointment.
• Education cannot substitute for specialized experience at GS-12.

Responsibilities

• Establish performance standards and evaluate employee performance; review promotion and recognition candidates and recommend or approve personnel actions.
• Review subordinate work plans, priorities, and schedules; monitor IT service delivery, review accomplishments, and correct deficiencies.
• Advise, counsel, and instruct employees on work and administrative matters; resolve group grievances or serious complaints and make decisions on serious disciplinary actions and work problems.
• Identify and arrange training and development opportunities; determine and approve training needs and establish formal training plans.
• Apply knowledge of organizational products, services, processes, and procedures to support Service Desk operations.
• Operate Service Desk IT tools, technologies, and systems while applying information security and information assurance policies and practices.
• Serve as an IT subject matter expert on applications, operating systems, protocols, and equipment used in data and telecommunications support.
• Maintain expertise through research, education, training, and on-the-job experience.
• Develop and manage customer-service performance requirements; research trends, patterns, inquiries, and customer-support problems and recommend solutions.
• Develop and maintain problem-tracking and resolution databases; run or review and share daily, weekly, monthly, or quarterly metrics reports.
• Use multiple resources and approaches to obtain information and resolve customer inquiries.
• Serve as Contracting Officer’s Representative; prepare or oversee technical statements of work and monitor contract progress.
• Provide computer-resource acquisition management support and oversight of IT assets.
• Contribute to customer-support policies, procedures, and standards; communicate information clearly and professionally to internal and external customers.
• Provide prompt, courteous service, adapt communication to customers’ needs, and explain complex technical or sensitive information in understandable terms.
• Provide customer training on IT systems and processes as required.
• Perform other duties as assigned.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility and benefits depend on position type, and applicants are directed to contact the hiring agency for details.

What This Job Offers

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