Supervisory IT Specialist (Service Desk Supervisor) (GS-14)

Summary

This position serves as the Supervisory IT Specialist overseeing the DOJ Civil Division's Office of Information Technology Service Desk. This is the primary customer facing operational lead, focused on customer-centric service delivery to end users who directly support the Division's mission. You will oversee Customer Support operations and IT Service Management and advise the Assistant CIO regarding service delivery issues, problem management and opportunities to enhance customer experience.

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.

Qualifications

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. 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.

How you will be evaluated

This position is processed under Direct Hire Authority; therefore, veteran's preference and Category Rating procedures do not apply. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are minimally qualified for this position, your resume and supporting documentation will be referred to the selecting official for employment consideration. You will be notified by email if your application is forwarded to the hiring official for further consideration. If it is determined that your technical competencies do not meet the proficiency requirements for this position to move forward to the next evaluation stage, you will be notified by email. Your qualifications will be evaluated on the following competencies (knowledge, skills, and other characteristics): Attention to Detail Customer Service Decision Making Information Management Interpersonal Skills Problem Solving Teamwork Oral Communication Technical Competence IT Service Management Cybersecurity Systems Administration & Endpoint Management When addressing the specialized experience statement, applicants must present evidence of the experience in their resume. If the specialized experience statement is repeated, in the applicant's resume, Human Resources will deem the applicant as ineligible. If you would like to preview the application questionnaire, please see: https://apply.usastaffing.gov/ViewQuestionnaire/13088055.

How to apply

To apply for this position, you must complete the online application questionnaire and submit your supporting documentation. Your complete application package must be submitted by 11:59 PM (EST) on 10/28/2026 to receive consideration. The application process is as follows: Click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process. You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. Essay Questions: The following four narrative questions provide an opportunity for you to highlight your dedication to public service for the hiring manager and agency leadership (or designee(s)). While your responses are not required and will not be scored, we encourage you to thoughtfully address each question. Please provide a response of 200 words or less to each question (see the application questionnaire). You will be asked to certify that you are using your own words and did not use a consultant or artificial intelligence (AI) such as a large language model (LLM) like ChatGPT or Copilot. How has your commitment to the Constitution and the founding principles of the United States inspired you to pursue this role within the Federal government? Provide a concrete example from professional, academic, or personal experience. In this role, how would you use your skills and experience to improve government efficiency and effectiveness? Provide specific examples where you improved processes, reduced costs, or improved outcomes. In this role, you will be expected to professionally and efficiently implement executive direction. Provide an example where you implemented leadership direction on a strategy or policy decision that differed from your own recommendation. How has a strong work ethic contributed to your professional, academic or personal achievements? Provide one or two specific examples, and explain how those qualities would enable you to serve effectively in this position. NEED HELP? If you need help with USAJOBs or the application process, please see the USAJOBS Help or Application Manager Online Help websites which includes information on managing your account, creating an application, uploading documents, etc. Reasonable Accommodation: 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.

Other 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 OPM, Direct Hire Authority for more information. Career Transition Programs (CTAP or ICTAP): 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 CTAP or ICTAP eligibility. Well-qualified is defined as having knowledge, skills, abilities, and/or competencies clearly exceeding the minimum qualification requirements for the vacancy. 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; and 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: U.S. Department of Justice Equal Employment Opportunity Policy Issued December 31, 2025 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: https://www.justice.gov/jmd/reasonable-accommodation#policy