SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

Army National Guard Units

Bedford (MA)

On-site

USD 101,000 - 132,000

Full time

3 days ago

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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

SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

Hiring Agency: Army National Guard Units

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number PDT57023P1 and is part of the MA ARNG G6, National Guard. This is a Non-Bargaining Unit position. The unit point of contact and contact phone for this position is: Joseph Montiverdi, 520-687-8552.

Key Responsibilities

Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition. 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; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted.

Gives advice, counsels, or instructs individual employees, on both work and administrative matters. Develops and evaluates performance standards; recommends and approves awards; hears and resolves group employee grievances or serious employee complaints. Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates. Initiates recognition and disciplinary actions for personnel.

Identifies and arranges for appropriate training and development opportunities. Determines and approves training needs and establishes formal training plans. Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk.

Operates Service Desk IT tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services. Serves as subject matter expert when required by demonstrating knowledge of a wide variety of IT applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others.

Maintains knowledge of expertise area through research, education, training, and on the job experiences. Develops and manages customer service performance requirements. Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns.

Develops and maintains problem tracking and resolution databases. The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain information and resolve inquiries. Serves as the Contracting Officers Representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract.

Provides computer resource acquisition management support and oversight of information technology assets. Contributes to developing customer support policies, procedures and standards. Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind. Provides prompt and courteous service.

Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers. Provides customer training on IT systems and processes as required. Performs other duties as assigned.

Which agency is hiring for this position?

This position is with Army National Guard Units, Department of the Army.

What is the salary for this position?

The posted pay range is $101375 – $131790/yr.

What security clearance is required?

This position requires a Secret security clearance.

What is the application deadline?

Applications close on 2026-10-15.

Who is eligible to apply?

This position is open under the 'Fed Internal Search' hiring path.