Supervisory IT Specialist (Service Desk Supervisor)

Direct-Hire Authority (DHA) is a hiring authority granted by the Office of Personnel Management (OPM) to address critical hiring needs or severe candidate shortages.

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.