End-User IT Group Supervisor - Lead & Elevate Support

NASA Jet Propulsion Laboratory; Pasadena (CA); On-site; USD 167,000 - 218,000; Full time

Benefits offered by this job

Health plans

Dental & Vision

Retirement plans

Flexible schedule

Paid time off

Job summary

NASA Jet Propulsion Laboratory in Pasadena, CA, seeks a Group Supervisor to lead the End User Support group (611B) within the Enterprise IT Division. You will oversee ~10 IT professionals, drive ITSM practices, and ensure excellent customer service across mission systems and internal customers.

This role emphasizes mentoring, cross-functional collaboration, and continuous process improvement, with responsibility for hiring, career development, and aligning IT services with Lab goals.

Qualifications

• Bachelor’s degree in computer science, engineering, or information technology.
• Deep understanding of Lean Six Sigma and process reengineering disciplines.
• IT Service Management and ITIL implementations knowledge.
• Willingness to collaborate with mission end users and internal customers.

Responsibilities

• Be administratively responsible for group members and support institutional exercises on both a cyclical and ad-hoc basis.
• Lead a group of approximately 10 IT professionals and oversee the technical work implemented by these direct reports.
• Be a member of the section leadership team and help implement the strategic vision of the organization.
• Manage interactions with the Enterprise Project Management Organization.
• Hire, mentor, and retain a diverse staff, and provide career coaching and development.
• Work with customers to negotiate support needs.
• Drive continuous process improvement and ensure goals are achieved.
• Ensure compliance with Laboratory policies, procedures, and regulatory requirements.

Skills

Lean Six Sigma

ITIL & ITSM

System administration

Communication skills

Education

Bachelor's degree in CS/Engineering/IT

Tools

ITSM tools

Job description

NASA Jet Propulsion Laboratory in Pasadena, CA, seeks a Group Supervisor to lead the End User Support group (611B) within the Enterprise IT Division. You will oversee ~10 IT professionals, drive ITSM practices, and ensure excellent customer service across mission systems and internal customers.

This role emphasizes mentoring, cross-functional collaboration, and continuous process improvement, with responsibility for hiring, career development, and aligning IT services with Lab goals.