Supervisory IT Specialist (Service Desk Supervisor)

Justice Management Division; Washington (District of Columbia); Presencial; USD 120 000 - 150 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Conhecimentos

IT leadership

Incident resolution

Desk-side support

Asset management

Device management

Audio-video services

Cybersecurity integration

Descrição da oferta de emprego

Summary

Direct-Hire Authority (DHA) is a hiring authority granted by the Office of Personnel Management (OPM) to address critical hiring needs or severe candidate shortages.

Summary

Direct-Hire Authority (DHA) is a hiring authority granted by the Office of Personnel Management (OPM) to address critical hiring needs or severe candidate shortages.

Duties

As a Supervisory IT Specialist (Service Desk Supervisor), the incumbent provides leadership, coordination, and oversight of Division-wide IT customer support and service management operations. Duties include:

• Plan, direct, and oversee Service Desk and customer support operations to ensure effective and reliable 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 operational efficiency.


• Develop procedures, performance metrics, reports, and recommendations supporting IT operations and service improvements.


• Provide technical guidance and coordinate resolution of complex IT incidents, service requests, and customer support issues.

Requirements

Conditions of employment

• You must be a United States Citizen or National.


• You must successfully pass a security/background investigation and a drug screening.


• Selective Service registration is required, see the "Additional Information" section for full details.


• Financial Disclosure: If selected, you may be required to disclose financial information in accordance with DOJ and Federal ethics guidelines.


• You may be required to complete a one-year probationary period. See “Additional Information” section for specific details.


• You may be required to complete a one year supervisory probationary period.

Qualifications

Basic Qualifications (2210 series):

Please refer to the OPM

To qualify for the position of Supervisory IT Specialist (Service Desk Supervisor), at GS-2210-14, you must meet the basic qualification requirements listed below.

Applicants Must Have One Year Of Specialized Experience Equivalent To At Least The GS-13 Level In The Federal Service That Demonstrates Experience In The Following Areas

• Leading or supervising enterprise IT customer support operations, including Tier 1 and Tier 2 incident resolution, deskside support, audio-video services, device management, and asset tracking.


• Resolving complex technical issues involving user systems, endpoint devices, applications, or network-connected environments, and providing expert troubleshooting guidance to support staff.


• Applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements across a large-scale enterprise environment.


• Integrating cybersecurity requirements into customer support operations, including secure configuration standards, endpoint protection, vulnerability mitigation, and incident escalation.


• Coordinating technical activities across multiple teams, contractors, vendors, and cybersecurity personnel to address service delivery challenges and implement process or technology enhancements.


• Providing authoritative technical guidance and recommendations on customer support operations, endpoint management, IT policies, and emerging technologies to leadership and stakeholders.

You MUST meet all qualification requirements by the 10/28/2026 of this announcement.

Your resume must support your responses to the application questionnaire and the qualification requirements. Failure to do so may result in an ineligible rating. See the Required Documents section for important notes about what must be included in your resume.

Education

This job does not have an education qualification requirement.

Additional information

Additional selections may be made from this announcement. This announcement is being advertised under an agency specific OR a government-wide Direct-Hire Authority approved by OPM for filling vacancies when a severe shortage or critical hiring need exists. Veterans Preference and other Category Rating procedures do not apply to this announcement. Applicants must meet all qualification requirements of the position. The hiring office may interview and select any qualified candidate of their choosing from the qualified pool. See for more information.

Career Transition Programs (

These programs apply to Federal and/or DOJ employees who meet the definition of surplus or displaced from a position in the competitive service. To receive selection priority for this position, you must:

• Be rated well-qualified for the position based on the competencies listed above; and


• submit the appropriate documentation to support your.

Probationary Period

As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• Your performance and conduct;


• The needs and interests of the agency;


• Whether your continued employment would advance organizational goals of the agency or the Government;


• Whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

EEO Statement/Policy

The United States government does not discriminate in employment on the basis of race, color, religion, sex, pregnancy, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor. More information can be found here:

DOJ Reasonable Accommodation Statement

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. The DOJ Reasonable Accommodation policy can be found here:

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Required Documents

It is your responsibility to carefully review the list of required documents below and submit the necessary documentation based on your eligibility.

Resume - All Applicants

You must submit a resume (a two page or less resume is required) containing the following pieces of information for each job entry listed in your employment history:

• Official position title,


• Employer name and contact information,


• Start and end dates (including month and year),


• Indicate full-time or number of hours worked per week if part-time,


• A list of duties performed and accomplishments.

CTAP/ICTAP eligibility documentation

If you are a displaced Federal employee claiming eligibility under

• A copy of the agency notice (i.e., letter of intent to separate, separation notice, or agency RIF letter),


• Your most recent performance appraisal, and


• Most recent SF-50 showing current/former position, grade, promotion potential, and duty location.

Selective Service

If you were born male, on or after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Additional information is found at: Fair Chance to Compete for Jobs:

Fair Chance to Compete for Jobs

The Fair Chance Act prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOJ employee or Federal contractor acting on its behalf has violated your rights under this Act, you may submit a written complaint within 30 days. Note: In accordance with 5 U.S. Code

• 9202(c) and 5 C.F.R


• 920.201(b) certain positions are exempt from the provisions of the Fair Chance Act.

Agency contact information

Jenna Solorzano
Phone Email

Next steps

You will receive e-mail notifications as your application status is updated by DOJ. However, you can also see your application status any time by logging in to your USAJOBS account and looking on the "Applications" page. Click the position title to expand the display for each application in the list.

We strive to extend a final offer of employment within 90 days from the close of this announcement. Additional selections may be made from this announcement within 90 days.