IT Service Desk Supervisor – Customer Support Lead

Army National Guard Units; Bedford (MA); On-site; USD 101,000 - 132,000; Full time

Job summary

Army National Guard Units in Massachusetts seeks a Supervisory IT Specialist (Customer Support) to lead a Service Desk team and ensure IT services meet performance standards. The position requires a Secret clearance and a National Guard Title 5 excepted service appointment.

The incumbent will supervise staff, develop training plans, manage customer support workflows, and oversee contract-related statements of work, while maintaining information security policies and effective communication with

Qualifications

• National Guard Title 5 excepted service position.
• Secret security clearance required.

Responsibilities

• Establishes performance standards and evaluates employee performance.
• Reviews and approves work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing IT services.
• Gives advice, counsels, or instructs individual employees, on work and administrative matters.
• Develops and evaluates performance standards; recommends and approves awards; handles grievances or disciplinary actions.
• Identifies and arranges training; develops training plans.
• Operates Service Desk IT tools and systems with information security policies.
• Maintains knowledge of products, services and operations to support Service Desk.
• Develops and maintains problem tracking and resolution databases; analyzes metrics.
• Acts as Contracting Officers Representative and oversees technical statements of work.
• Provides IT asset management support and policy development.
• Communicates with customers clearly and professionally.
• Translates complex information for customers and trains on IT systems.

Job description

Army National Guard Units in Massachusetts seeks a Supervisory IT Specialist (Customer Support) to lead a Service Desk team and ensure IT services meet performance standards. The position requires a Secret clearance and a National Guard Title 5 excepted service appointment.

The incumbent will supervise staff, develop training plans, manage customer support workflows, and oversee contract-related statements of work, while maintaining information security policies and effective communication with