Supervisory It Specialist (Customer Support)

Full Job Description

This position is in the End User Services, End User Operations.

As first level supervisor, the incumbent exercises full supervisory, technical, and administrative responsibilities for planning, developing, implementing, executing, and evaluating the Information Technology (IT) program.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For the GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

To qualify for this position, all qualification requirements must be met by the closing date of this announcement-02/11/2026.

EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level in the Federal service (obtained in either the public or private sectors).

Specialized experience for this position is defined as experience in IT operations, supervision, and management of IT delivery systems and equipment; administering IT operational activities that support all organizations within the geographic area: utilizing strategic planning, budgeting, performance management and implementation of new, and maintenance of, existing operational hardware and software required for IT Support of all end users in the area; identifying measures or indicators of system performance and the actions needed to improve or correct performance relative to the goals of the systems; applying service management concepts for networks and related standards.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; 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.

You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week.

Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Major Duties:

Major Duties include, but are not limited to: Overseeing the daily operation of the unit, ensuring that agency policies and priorities are being followed Developing performance standards; evaluating work performance of subordinates Advising, counseling, and instructing employees on both work and administrative matters Hearing and resolving minor complaints from employees; referring group grievances and more serious unresolved complaints to a higher-level supervisor or manager.

Determine solutions for problems related to complex IT systems. Problem solves, advises, and provides operational support for users of IT equipment.

Work directly with end users, and IT personnel to ensure collaborative and technically sound IT support.

For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways Position Description/PD#: Supervisory It Specialist (Customer Support)/PD15299A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required as needed for this position.

Work Schedule: Monday - Friday; Tour of duty will be determined based on organizational needs. Compressed/Flexible: As determined by the Agency Policy Virtual: This is not a virtual position.

Remote: This is not a remote position.