Supervisory IT Specialist (Service Desk Supervisor)

Offices, Boards and Divisions•Washington, DC

About The Position

The Supervisory IT Specialist (Service Desk Supervisor) provides leadership, coordination, and oversight of Division-wide IT customer support and service management operations. The role oversees Service Desk operations and Tier 1 and Tier 2 support, incident management, asset and device management, and audio-video services. It analyzes service performance, incident trends, and customer requirements; implements improvements to service delivery and operational efficiency; and develops procedures, performance metrics, reports, and recommendations. The supervisor also provides technical guidance and coordinates resolution of complex incidents, service requests, and customer support issues. The position is advertised under a Direct-Hire Authority for a GS-2210-14 role. Applicants must have at least one year of specialized experience equivalent to the GS-13 level in Federal service in the specified IT support and service management areas. This position has no education qualification requirement. Conditions may include a background investigation, drug screening, financial disclosure, a one-year probationary period, and a one-year supervisory probationary period.

Requirements

Be a United States Citizen or National.
Successfully pass a security/background investigation and drug screening.
Meet the basic qualification requirements for the OPM IT Management Series 2210.
Have at least one year of specialized experience equivalent to at least the GS-13 level in Federal service.
Experience leading or supervising enterprise IT customer support operations, including Tier 1 and Tier 2 incident resolution, deskside support, audio-video services, device management, and asset tracking.
Experience resolving complex technical issues involving user systems, endpoint devices, applications, or network-connected environments, and providing expert troubleshooting guidance to support staff.
Experience applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements in a large-scale enterprise environment.
Experience integrating cybersecurity requirements into customer support operations, including secure configuration standards, endpoint protection, vulnerability mitigation, and incident escalation.
Experience coordinating technical activities across multiple teams, contractors, vendors, and cybersecurity personnel to address service delivery challenges and implement process or technology enhancements.
Experience providing authoritative technical guidance and recommendations on customer support operations, endpoint management, IT policies, and emerging technologies to leadership and stakeholders.
Meet all qualification requirements by 10/28/2026 and ensure the resume supports questionnaire responses and qualification claims.
Register with Selective Service if required.
May be required to complete a one-year probationary period and a one-year supervisory probationary period.
May be required to disclose financial information under DOJ and Federal ethics guidelines.

Responsibilities

Plan, direct, and oversee Service Desk and customer support operations to provide effective, reliable IT services.
Provide technical leadership and oversight of Tier 1 and Tier 2 support, incident management, asset management, device management, and audio-video services.
Analyze service performance, incident trends, and customer requirements and implement improvements to service delivery and operational efficiency.
Develop procedures, performance metrics, reports, and recommendations to support IT operations and service improvements.
Provide technical guidance and coordinate resolution of complex IT incidents, service requests, and customer support issues.