Group Supervisor I - End User Support (611B)

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

Job Details

New ideas are all around us, but only a few will change the world. That's our focus at JPL. We ask the biggest questions, then search the universe for answers-literally. We build upon ideas that have guided generations, then share our discoveries to inspire generations to come. Your mission-your opportunity is to seek out the answers that bring us one step closer. If you're driven to discover, create, and inspire something that lasts a lifetime and beyond, you're ready for JPL.

Job Details

New ideas are all around us, but only a few will change the world. That's our focus at JPL. We ask the biggest questions, then search the universe for answers-literally. We build upon ideas that have guided generations, then share our discoveries to inspire generations to come. Your mission-your opportunity is to seek out the answers that bring us one step closer. If you're driven to discover, create, and inspire something that lasts a lifetime and beyond, you're ready for JPL.

Located in Pasadena, California, JPL has a campus-like environment situated on 177 acres in the foothills of the San Gabriel Mountains and offers a work environment unlike any other: we inspire passion, foster innovation, build collaboration, and reward excellence.

The JPL Enterprise Information Technology Division provides leadership in the development and implementation of institutional information technologies to support JPL's diverse operations and missions.

The Information Technology Infrastructure & Operations Section (611) develops, delivers and supports the common technology infrastructure underlying all of JPL's operations, including missions, science, and institutional requirements.

As Group Supervisor of the End User Support group (611B), you will be reporting administratively to the Infrastructure & Operations Section manager. In this role, you will directly oversee a group of highly talented individuals who maintain systems supporting the entire Lab, as well as maintaining relationships with our internal customers to deliver high-quality information technology solutions. The scope of your group’s activities include managing the various End User Support teams and blending them into a unified whole to ensure a seamless customer experience, IT Service Management processes and procedures to promote efficient operations, Conference Room technology support and care, and fostering a positive first impression of JPL’s Enterprise IT personnel through excellent customer service and care.

We seek a self-motivated Group Supervisor who will manage the group to maintain critical customer service relationships and processes, and who has a vision for how to implement excellent customer experience for our mission, DSN, and Institutional customers. This necessitates motivating, training and maintaining a workforce with expertise in Tier 1 and Tier 2 IT helpdesk support experience, and who has familiarity with IT Service Management processes and services. Maintaining this workforce requires an approach that is conducive to creating a culture of excellence and esprit de corps. Mentoring and career development of group staff are important activities for a successful group supervisor to maintain excellent support capabilities over the long-term.

As the Group Supervisor, you will directly oversee personnel tasked with:

• Planning and executing excellent End User support experiences for customers;
• Developing and maintaining workplans and supporting the implementation of IT Service Management processes across the group and Section;
• Managing specialized service desks for Enterprise Business Information Systems applications;
• Overseeing Conference Room technical support across Lab

Tasks include but are not limited to:

• 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. Contribute to the authoring of the strategic vision of the organization and lead the implementation within the group.
• Manage interactions with the Enterprise Project Management Organization.
• Be responsible for hiring, mentoring, and retaining a diverse, highly qualified staff, and for providing career coaching, growth and personal development for direct report JPL employees.
• Work with customers to negotiate support needs.
• Be responsible for continuous process improvement, setting goals and ensuring that they are achieved.
• Ensure employee awareness and compliance with Laboratory policies, procedures, and practices, and regulatory requirements.

Required Qualifications:

• Typically requires a bachelor’s degree in computer science, engineering, or information technology with a minimum of 9 years of work experience.
• Deep understanding and working knowledge of one or more of the following:
  • Lean Six Sigma and process reengineering disciplines
  • IT Service Management and ITIL implementations
  • Developing software or expertise in managing IT infrastructure and operations teams
• Willingness to work closely with mission end users across JPL as well as internal customers and collaborate with other IT managers to solve problems.
• Demonstrated problem-solving and prioritization ability.
• Ability to pursue technical issues to determine root cause, then document and publish for the JPL community.
• Excellent oral and written communications skills.
• Demonstrated ability to communicate effectively in writing and verbally and a high comfort level in presenting technical results.
• Demonstrated ability to interact cooperatively with multiple levels of JPL management and the technical and business workforce.

Preferred Qualifications:

• Demonstrated ability to work on and lead cross-sectional and/or cross-divisional tasks.

JPL has a catalog of benefits and perks that span from the traditional to the unique. This includes a variety of health, dental, vision, wellbeing, and retirement plans, paid time off, learning, rideshare, childcare, flexible schedule, parental leave and many more. Our focus is on work-life balance, and living healthy, fulfilling lives as we Dare Mighty Things Together. For benefits eligible positions, benefits are effective the first day of the month coincident with or immediately following the employee's start date.

The typical full time equivalent annual hiring range for this job in Pasadena, California.

$167,128 - $218,088

JPL is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, citizenship, ancestry, age, marital status, physical or mental disability, medical condition, genetic information, pregnancy or perceived pregnancy, gender, gender identity, gender expression, sexual orientation, protected military or veteran status or any other characteristic or condition protected by Federal, state or local law.

In addition, JPL is a VEVRAA Federal Contractor.

EEO is the Law.

EEO is the Law Supplement

Pay Transparency Nondiscrimination Provision

The Jet Propulsion Laboratory is a federal facility. Due to rules imposed by NASA, JPL will not accept applications from citizens of designated countries or those born in a designated country unless they are U.S. Citizens, Legal Permanent Residents of the U.S or have other protected status under 8 U.S.C. 1324b(a)(3). The Designated Countries List is available here.