Supervisory IT Specialist

USPTO; Alexandria (VA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Telework up to 52 hours/year

Job summary

U.S. Patent and Trademark Office (USPTO) seeks a Branch Chief in Alexandria, VA to direct enterprise IT support and service desk operations. The role emphasizes advancing self-service and AI-enabled capabilities, leveraging ITIL methodologies, and ensuring accurate, timely communications.

You will lead and develop staff, coordinate cross-functional activities, and drive process improvements for mission-critical IT services. On-site work is required with limited telework eligibility.

Qualifications

• Specialized experience applying ITSM methodologies to improve processes and self-service.
• Ability to develop procedures and documentation for IT operations and AI-enabled tools.
• Experience leading IT staff and coordinating project or operational activities.

Responsibilities

• Direct enterprise IT customer support and service desk operations.
• Advance self-service and AI-enabled capabilities, applying ITIL-based processes.
• Communicate system status updates and develop technical documentation.
• Drive process improvements and implement automation and emerging technologies.
• Lead and develop people, plan work, set priorities, and evaluate performance.

Skills

IT Service Mgmt (ITIL)

AI-enabled self-service

Knowledge Centered Service

Technical leadership

Cross-team coordination

Job description

Located within the USPTO, Office of the Chief Information Officer (OCIO), the incumbent serves as a Branch Chief, directing work in alignment with executive goals and agency expectations. Transition Support Branch (TSB) oversees agency wide IT communications, IT transition support, and AI knowledge management, supporting OCIO's delivery of IT products and services that drive U.S. innovation and global competitiveness for all Americans.

Telework

The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year.

Duties

• You thrive as a technical leader directing enterprise IT customer support and service desk operations, delivering reliable support for mission-critical systems, hardware, and software across the organization.
• You're energized by advancing self-service and AI-enabled capabilities, applying industry-standard service management methodologies (such as KCS and ITIL) to strengthen ITSM processes, knowledge management, and operational efficiency.
• You excel at communicating across the enterprise, formulating and disseminating IT information, relaying system status updates, and developing technical documentation to ensure accurate, consistent messaging during routine operations and urgent events.
• You distinguish yourself by driving process improvement, identifying and implementing automation, standardization, and emerging technologies to enhance timely, reliable, and cost-effective service delivery.
• You're passionate about leading and developing people, supervising technical staff by planning and assigning work, setting priorities, evaluating performance, resolving operational issues, and fostering an empowered, high-performing team.

Qualifications

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Competency-Based Qualification Standard for the Information Technology Management Series, 2210.

Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, you must possess one full year (52 weeks) of specialized experience equivalent to at least the next lower grade level in the Federal service: For this position, the next lower grade level is a GS-13.

Specialized experience for this position includes:

• Experience applying industry-standard IT service management methodologies (such as Knowledge Centered Service and ITIL) to improve IT Service Management (ITSM) processes and self-service capabilities, including developing procedures, documentation and leveraging automated or AI-enabled tools and platforms to enhance service delivery and knowledge management AND;
• Experience formulating, coordinating, and disseminating IT information across an organization, including relaying system status updates, developing technical and support documentation, and coordinating with stakeholders to ensure accurate, consistent, and reliable communication in support of mission-critical operations AND;
• Experience providing technical leadership to IT staff, including coordinating, assigning, and reviewing work; serving as a technical resource; and leading project or operational activities to meet service delivery requirements and organizational objectives.

OR

• Experience exercising supervisory responsibilities over technical staff, including planning, directing, assigning, and reviewing work; setting priorities and schedules; evaluating performance; resolving operational issues; and providing guidance and direction to support organizational goals.

Education

Education may not be substituted for specialized experience at this grade level.

Conditions of Employment

Applications will only be accepted from United States Citizens and Nationals and your resume and question responses must demonstrate the job-related competencies. If selected, you will be required to pass a background investigation.

The full list of conditions and qualifications can be found on the USAJOBS posting.

The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including sexual orientation), national origin, political affiliation, marital status, disability, genetic information, age, pregnancy, childbirth, or related medical conditions, retaliation for engaging in protected activity, parental status, military service, or other non-merit factors.