Supervisory IT Specialist (Service Desk Supervisor)

Offices, Boards and Divisions; Washington (District of Columbia); On-site; USD 110,000 - 135,000; Full time

Job summary

Offices, Boards and Divisions in Washington, DC is seeking a Supervisory IT Specialist (Service Desk Supervisor) at GS-2210-14 to lead enterprise IT support operations and guide a team of professionals. The role requires one year of specialized experience at GS-13 level, strong incident resolution skills, and a proven ability to coordinate across contractors and cybersecurity staff.

This position emphasizes IT service management, endpoint protection, and continuous process improvements in a

Qualifications

• One year of specialized experience equivalent to GS-13 in the Federal service.
• Experience leading or supervising enterprise IT customer support operations, including incident resolution and deskside support.
• Experience resolving complex technical issues in user systems, endpoints, apps, or network environments.
• Applying IT service management principles to manage incidents, requests, problems, assets, and service improvements.
• Integrating cybersecurity requirements into customer support operations and endpoint protection.
• Coordinating technical activities across multiple teams, contractors, vendors and cybersecurity personnel.

Responsibilities

• Lead enterprise IT customer support operations and supervise Tier 1 and 2 incident resolution.
• Provide expert troubleshooting guidance for complex technical issues across user systems and endpoints.
• Apply IT service management tools to manage incidents, requests, problems and assets.
• Integrate cybersecurity requirements into service delivery and endpoint protection.
• Coordinate activities across teams, contractors, and vendors to improve service delivery.

Skills

Enterprise IT operations

Incident resolution

Endpoint management

IT service management

Cybersecurity integration

Cross-team coordination

Tools

ITSM tools

Cybersecurity tools

Job description

Basic Qualifications (2210 series):

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.

Please refer to the OPM IT Management Series 2210 Qualification Standard for the specific experience requirements for the GS-12 and above positions.

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.