LEAD IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

You will serve as a LEAD IT SPECIALIST (CUSTOMER SUPPORT) in the CORPORATE OPERATIONS DEPARTMENT of NAVUNSEAWARCENDIV KEYPORT WA.

The Secretary of War has ordered a department-wide hiring freeze subject to certain limited exceptions. This position is subject to the DoW hiring freeze.

Offers of employment related to this vacancy announcement will not be executed until the position has an approved exemption.

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-12 grade level or pay band in the Federal service or equivalent experience in the private or public sector.

Specialized experience must demonstrate the following: Serving as a senior IT Customer Service representative, developing and interpreting policies and strategies to optimize IT service delivery; diagnosing and resolving complex IT problems to minimize business interruptions; researching, evaluating, and implementing new tools and approaches to enhance customer support; ensuring compliance with security requirements; and leading a team of IT professionals to achieve organizational goals.

Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving.

Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. Major Duties:

• You will develop and interpret policies, procedures, and strategies governing the planning and delivery of customer support services, adapting them to meet emerging needs and technologies.
• You will provide expert technical advice, guidance, and recommendations to management and technical specialists on critical customer support issues.
• You will apply advanced IT principles and methodologies to address previously unsolvable support problems.
• You will perform cost-benefit analyses to support recommendations for change, ensuring alignment with organizational goals and efficient resource utilization.
• You will provide guidance, direction, and support to team members, fostering collaboration, continuous improvement, and alignment with organizational goals.