Supervisory IT Specialist

Patent and Trademark Office•Alexandria, VA

8d•Onsite

About The Position

Located within the U.S. Patent and Trademark Office (USPTO), Office of the Chief Information Officer (OCIO), the incumbent serves as a Branch Chief in the Transition Support Branch (TSB), directing work in alignment with executive goals and agency expectations. TSB oversees agency-wide IT communications, IT transition support, and AI knowledge management, supporting OCIO’s delivery of IT products and services. The role leads enterprise IT customer support and service desk operations for mission-critical systems, hardware, and software. It advances self-service and AI-enabled capabilities and applies service management methodologies such as Knowledge Centered Service (KCS) and ITIL to improve ITSM processes, knowledge management, and operational efficiency. The position also communicates IT information across the enterprise, shares system status updates, and develops technical documentation for routine operations and urgent events. It drives process improvement through automation, standardization, and emerging technologies, and supervises and develops technical staff. The physical worksite is the USPTO campus in Alexandria, Virginia. In-person presence is required for on-site functions. The position may be eligible for situational telework under agency policy and business-unit discretion; the agency currently allows 52 hours of telework per leave year.

Requirements

United States citizenship or nationality.
At least one year (52 weeks) of specialized experience equivalent to GS-13 in the Federal service.
Specialized experience applying industry-standard IT service management methodologies such as KCS and ITIL to improve ITSM processes and self-service, including developing procedures and documentation and leveraging automated or AI-enabled tools and platforms.
Specialized experience formulating, coordinating, and disseminating IT information across an organization, including system status updates, technical and support documentation, and stakeholder coordination for reliable communications supporting mission-critical operations.
Specialized experience providing technical leadership to IT staff, including coordinating, assigning, and reviewing work; serving as a technical resource; and leading project or operational activities; OR experience supervising technical staff, including planning, directing, assigning, and reviewing work, setting priorities and schedules, evaluating performance, resolving operational issues, and providing guidance.
Demonstration of the relevant IT competencies, including attention to detail, customer service, decision making, information management, interpersonal skills, oral communication, problem solving, teamwork, and technical competency.
Demonstration of supervisory competencies, including accountability, customer service, decisiveness, flexibility, integrity/honesty, interpersonal skills, oral communication, problem solving, resilience, and written communication.
Pass a background investigation and fingerprint check; the position is Public Trust with a moderate risk designation.
Meet time-in-grade/band and all qualification requirements by the announcement closing date.
Complete a one-year probationary period if required, including a possible one-year supervisory probationary period.
Register for Selective Service if applicable.
Education may not be substituted for specialized experience at this grade level.
Be available to work at the Alexandria, Virginia campus for on-site functions.

Responsibilities

Direct branch work in alignment with executive goals and agency expectations.
Lead enterprise IT customer support and service desk operations for mission-critical systems, hardware, and software.
Apply IT service management methodologies, including KCS and ITIL, to improve ITSM processes, self-service, and knowledge management.
Formulate, coordinate, and disseminate IT information across the organization, including system status updates and technical and support documentation.
Coordinate with stakeholders to ensure accurate, consistent, and reliable communications supporting mission-critical operations.
Identify and implement process improvements, automation, standardization, and emerging technologies to improve service delivery.
Provide technical leadership to IT staff, including coordinating, assigning, and reviewing work; serving as a technical resource; and leading project or operational activities.
Supervise technical staff by planning, directing, assigning, and reviewing work; setting priorities and schedules; evaluating performance; resolving operational issues; and providing guidance.