Supervisory IT Specialist (Plcypln/Custspt)

Full Job Description

The Mid-Shift Supervisor leads Major Incident Management operations during assigned shifts, ensuring rapid response to critical IT outages impacting VA services nationwide.

Responsibilities include supervising staff, coordinating technical teams, managing the full incident lifecycle, and maintaining clear communication with stakeholders.

The role ensures policy compliance, operational excellence, and continuous improvement to protect mission-critical services for veterans.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/02/2026.

You may qualify based on your experience as described below: BASIC QUALS: This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.

Education: All academic degrees and coursework must be from accredited or pre-accredited institutions Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR Experience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below.

The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations AND Specialized Experience: Experience managing unscheduled service interruptions, including written notifications, resource gathering, telephonic bridge communication, technical research and investigative analysis; Developing IT SOPs, desk references and/or policies; Participating in the planning of strategic goals as they relate to the management of major incidents.

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.

Major Duties:

Major Duties: The Major Incident Management Mid-Shift Supervisor provides leadership and oversight during assigned shifts to ensure rapid response and resolution of critical IT service outages impacting VA operations nationwide.

This role supervises incident management staff, coordinates technical teams, and manages the full incident lifecycle-from detection through recovery-while maintaining clear, timely communication with stakeholders, including senior leadership.

The supervisor ensures compliance with VA policies, promotes operational excellence, and drives continuous improvement to safeguard mission-critical services supporting veterans.

Supervise staff including Shift Leads, Incident Managers, and Incident Coordinators. Conduct performance appraisals, set goals, and manage evaluations.

Develop Individual Development Plans (IDPs) and identify training needs. Approve leave and overtime in compliance with policy.

Lead and integrate Major Incident Management services across OIT and subordinate organizations. Manage project planning, prioritization, risk, cost, and resource allocation for incident operations.

Develop and execute strategic, communication, and operational plans aligned with agency priorities. Formulate and implement policies impacting enterprise-wide IT operations.

Direct technical teams for maintenance and improvement of networks, systems, and databases. Assign incident roles, approve communications, and ensure quality of service during major incidents.

Deliver rapid response and customer support during critical IT outages affecting nationwide operations.

Oversee incident lifecycle activities: detection, containment, eradication, recovery, and lessons learned.

Communicate regularly with stakeholders, including SES leadership, through meetings and reports. Draft and release incident notifications, after-action reports, and root cause analyses.

Represent the organization in conferences, seminars, and work/study groups; perform other duties as assigned.

Position Description/PD#: Supervisory IT Specialist (Plcypln/Custspt)/PD18572A 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 - Thursday; 10PM-8:30AM ET Compressed/Flexible: As determined by the Agency Policy Virtual: Not Authorized. Physical Demands: The work is sedentary.

Some work may require walking and standing in conjunction with travel and attendance at meetings and conferences away from the work site. Travel requirement is up to 20% of the time.

Some employees may carry light items, such as papers, books, or small parts, or drive a motor vehicle. The work does not require any special physical effort.

Working Conditions: The work area is adequately lighted, heated, and ventilated. The work environment involves every day risks or discomforts that require normal safety precautions.

Employee may occasionally be exposed to uncomfortable in such places as research and production facilities.