IT Service Desk Lead — Enterprise Support & Cybersecurity

Offices, Boards and Divisions; Washington (District of Columbia); On-site; USD 110,000 - 135,000; Full time

Job summary

Offices, Boards and Divisions in Washington, DC is seeking a Supervisory IT Specialist (Service Desk Supervisor) at GS-2210-14 to lead enterprise IT support operations and guide a team of professionals. The role requires one year of specialized experience at GS-13 level, strong incident resolution skills, and a proven ability to coordinate across contractors and cybersecurity staff.

This position emphasizes IT service management, endpoint protection, and continuous process improvements in a

Qualifications

• One year of specialized experience equivalent to GS-13 in the Federal service.
• Experience leading or supervising enterprise IT customer support operations, including incident resolution and deskside support.
• Experience resolving complex technical issues in user systems, endpoints, apps, or network environments.
• Applying IT service management principles to manage incidents, requests, problems, assets, and service improvements.
• Integrating cybersecurity requirements into customer support operations and endpoint protection.
• Coordinating technical activities across multiple teams, contractors, vendors and cybersecurity personnel.

Responsibilities

• Lead enterprise IT customer support operations and supervise Tier 1 and 2 incident resolution.
• Provide expert troubleshooting guidance for complex technical issues across user systems and endpoints.
• Apply IT service management tools to manage incidents, requests, problems and assets.
• Integrate cybersecurity requirements into service delivery and endpoint protection.
• Coordinate activities across teams, contractors, and vendors to improve service delivery.

Skills

Enterprise IT operations

Incident resolution

Endpoint management

IT service management

Cybersecurity integration

Cross-team coordination

Tools

ITSM tools

Cybersecurity tools

Job description

Offices, Boards and Divisions in Washington, DC is seeking a Supervisory IT Specialist (Service Desk Supervisor) at GS-2210-14 to lead enterprise IT support operations and guide a team of professionals. The role requires one year of specialized experience at GS-13 level, strong incident resolution skills, and a proven ability to coordinate across contractors and cybersecurity staff.

This position emphasizes IT service management, endpoint protection, and continuous process improvements in a