IT Service Desk Supervisor — Lead Enterprise Support

Justice Management Division; Washington (District of Columbia); Presencial; USD 120.000 - 150.000; Jornada completa

Descripción de la vacante

Justice Management Division in Washington, DC seeks a Supervisory IT Specialist (Service Desk Supervisor) to lead division-wide IT customer support operations and service management. You will direct Tier 1 and Tier 2 support, guide incident resolution, and coordinate across teams, vendors, and cybersecurity personnel.

The role requires coordinating performance metrics, developing procedures, and delivering improvements to service delivery.

Formación

• One year of specialized experience equivalent to at least GS-13 in the Federal Service demonstrating leading or supervising enterprise IT customer support operations.
• Experience supervising enterprise IT customer support operations including Tier 1 and Tier 2 incident resolution, deskside support, audio-video services, device management, and asset tracking.
• Experience resolving complex technical issues involving user systems, endpoint devices, applications, or network environments, with expert troubleshooting guidance.
• Applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements in a large-scale enterprise.
• Coordinating technical activities across multiple teams, contractors, vendors, and cybersecurity personnel to address delivery challenges and implement enhancements.
• Providing authoritative technical guidance on customer support operations, endpoint management, IT policies, and emerging technologies to leadership.
• Knowledge of cybersecurity requirements within customer support operations, including secure configurations and incident escalation.

Responsabilidades

• Plan, direct, and oversee Service Desk and customer support operations to ensure effective 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 efficiency.
• Develop procedures, performance metrics, reports, and recommendations supporting IT operations and service improvements.
• Provide technical guidance and coordinate resolution of complex IT incidents and service requests across teams and stakeholders.

Conocimientos

IT leadership

Incident resolution

Desk-side support

Asset management

Device management

Audio-video services

Cybersecurity integration

Descripción del empleo

Justice Management Division in Washington, DC seeks a Supervisory IT Specialist (Service Desk Supervisor) to lead division-wide IT customer support operations and service management. You will direct Tier 1 and Tier 2 support, guide incident resolution, and coordinate across teams, vendors, and cybersecurity personnel.

The role requires coordinating performance metrics, developing procedures, and delivering improvements to service delivery.