Lead IT Specialist (CustSpt)

Join the NIH's Clinical Center as a Lead IT Specialist and help power the technology that supports world-class clinical research and patient care. Lead a skilled support team, drive impactful IT initiatives, solve complex technical challenges, and shape customer-focused technology solutions across a dynamic healthcare and research environment. This role offers leadership, innovation, and the opportunity to make a meaningful mission-driven impact.

Leads a team of Information Technology (IT) specialists providing desktop and customer support services in a clinical research environment by assigning work, establishing priorities, monitoring progress, and providing technical guidance and mentoring to team members. Coordinates and oversees daily IT operations to ensure the availability, performance, and reliability of desktop systems, servers, backups, and customer support services while maintaining continuity of operations. Analyzes customer requirements and evaluates hardware, software, and system configurations to recommend, implement, and support IT solutions that meet organizational needs. Installs, configures, troubleshoots, and maintains computer hardware, operating systems, software applications, and network-connected devices to resolve complex technical issues. Develops and implements customer support policies, procedures, service standards, and knowledge management resources to improve service delivery and customer satisfaction. Collaborates with network engineers, application developers, cybersecurity personnel, and the NIH IT Service Desk to resolve complex system integration and configuration issues and prevent recurring problems. Evaluates emerging technologies through product comparisons, compatibility testing, and cost-benefit analyses, and provides recommendations for future IT implementations. Ensures compliance with information security and information assurance policies while supporting enterprise IT systems and customer computing environments. Provides customer training, manages service level performance metrics, and prepares reports to improve operational efficiency and support organizational objectives.