SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

Army National Guard Units

New Castle (DE)

Remote

USD 99,000 - 128,000

Full time

9 days ago

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Job summary

Army National Guard Units in the National Guard is seeking a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) to lead IT support teams, manage performance, and ensure secure customer service delivery.

The role involves overseeing Service Desk operations, training staff, and coordinating with contracting officers representatives to manage IT assets and service quality. Requires Secret clearance and telework eligibility.

Qualifications

Experience leading IT support teams and managing staff performance.
Ability to develop training plans and address employee grievances.
Knowledge of IT applications, operating systems, and data/telecom issues.

Responsibilities

Establish performance standards and evaluate subordinate performance.
Provide guidance and training to staff on IT services and security policies.
Oversee Service Desk operations and ensure timely resolution of inquiries.
Prepare technical statements of work and monitor contract progress.

Skills

Supervisory duties

Performance evaluation

IT customer support

Information security

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 T57023P1 and is part of the DE Department of Information Mgmt, National Guard.

Key Responsibilities

GS-2210-12: 1. 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. 2. 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. 3. 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. 4. 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.

Requirements & Education

There are no substitution of education for specialized experience at GS-12

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 $98630 – $128221/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What security clearance is required?

This position requires a Secret security clearance.

What is the application deadline?

Applications close on 2026-10-21.