Supervisory IT Specialist (Service Desk Supervisor)

Summary

Direct-Hire Authority (DHA) is a hiring authority granted by the Office of Personnel Management (OPM) to address critical hiring needs or severe candidate shortages.

Duties

• As a Supervisory IT Specialist (Service Desk Supervisor), the incumbent provides leadership, coordination, and oversight of Division-wide IT customer support and service management operations. Duties include: Plan, direct, and oversee Service Desk and customer support operations to ensure effective and 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 supporting IT operations and service improvements. Provide technical guidance and coordinate resolution of complex IT incidents, service requests, and customer support issues.

Qualifications

Basic Qualifications (2210 series): Please refer to the OPM IT Management Series 2210 Qualification Standard for the specific experience requirements for the GS-12 and above positions. To qualify for the position of Supervisory IT Specialist (Service Desk Supervisor), at GS-2210-14, you must meet the basic qualification requirements listed below. Applicants must have one year of specialized experience equivalent to at least the GS-13 level in the Federal service that demonstrates experience in the following areas: 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. Resolving complex technical issues involving user systems, endpoint devices, applications, or network-connected environments, and providing expert troubleshooting guidance to support staff. Applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements across a large-scale enterprise environment. Integrating cybersecurity requirements into customer support operations, including secure configuration standards, endpoint protection, vulnerability mitigation, and incident escalation. Coordinating technical activities across multiple teams, contractors, vendors, and cybersecurity personnel to address service delivery challenges and implement process or technology enhancements. Providing authoritative technical guidance and recommendations on customer support operations, endpoint management, IT policies, and emerging technologies to leadership and stakeholders. You MUST meet all qualification requirements by the 10/28/2026 of this announcement. Your resume must support your responses to the application questionnaire and the qualification requirements. Failure to do so may result in an ineligible rating. See the Required Documents section for important notes about what must be included in your resume.

Education

This job does not have an education qualification requirement.

Required documents

It is your responsibility to carefully review the list of required documents below and submit the necessary documentation based on your eligibility. Resume Resume - All Applicants: You must submit a resume (a two page or less resume is required) containing the following pieces of information for each job entry listed in your employment history: Official position title, Employer name and contact information, Start and end dates (including month and year), Indicate full-time or number of hours worked per week if part-time, A list of duties performed and accomplishments. CTAP/ICTAP eligibility documentation - If you are a displaced Federal employee claiming eligibility under CTAP or ICTAP, you must submit: A copy of the agency notice (i.e., letter of intent to separate, separation notice, or agency RIF letter), Your most recent performance appraisal, and Most recent SF-50 showing current/former position, grade, promotion potential, and duty location. Selective Service: If you were born male, on or after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Additional information is found at: www.sss.gov.Fair Chance to Compete for Jobs: The Fair Chance Act prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOJ employee or Federal contractor acting on its behalf has violated your rights under this Act, you may submit a written complaint within 30 days. Note: In accordance with 5 U.S. Code § 9202(c) and 5 C.F.R § 920.201(b) certain positions are exempt from the provisions of the Fair Chance Act. Fair Chance to Compete for Jobs: The Fair Chance Act prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOJ employee or Federal contractor acting on its behalf has violated your rights under this Act, you may submit a written complaint within 30 days. Note: In accordance with 5 U.S. Code § 9202(c) and 5 C.F.R § 920.201(b) certain positions are exempt from the provisions of the Fair Chance Act.