Offices, Boards and Divisions
Supervisory IT Specialist (Service Desk Supervisor)
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Summary
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.
Major 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.
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 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 CTAP or ICTAP, you must submit: 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: www.sss.gov.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. 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.
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.