Supervisory IT Specialist (Service Desk Supervisor)

US Offices, Boards and Divisions; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Job summary

US Offices, Boards and Divisions is seeking a Supervisory IT Specialist (Service Desk Supervisor) at GS-2210-14 under Direct-Hire Authority (DHA) to lead enterprise IT customer support operations and guide incident resolution across Tier 1 and 2 support. The role requires coordinating across multiple teams, enforcing cybersecurity requirements, and providing strategic technical guidance to leadership.

Applicants should demonstrate experience in large-scale IT service delivery and governance

Qualifications

• Leading or supervising enterprise IT customer support operations.
• Resolving complex technical issues involving user systems, endpoint devices, applications, or network environments.
• Applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements.
• 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.
• Providing authoritative technical guidance and recommendations on customer support operations, endpoint management, IT policies, and emerging technologies to leadership and stakeholders.

Skills

Leading supervision

Complex issue resolution

ITSM principles

Cybersecurity integration

Cross-team coordination

Technical guidance

Job description

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.

Basic Qualifications (2210 series): 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.

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.