Summary

We seek highly talented professionals to join a vibrant and collaborative community. Your work here will have lasting impact on the Library and its users well into the future.

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Duties

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This position is located in the Service Desk Operations Section, IT End User Services Division, IT Partner Engagement Directorate, Office of the Chief Information Officer.

This position is responsible for overseeing the Service Desk contract and customer support operations serving end users across the enterprise. The candidate should have experience leading Tier 1 support teams, coordinating customer outreach, monitoring service quality, and ensuring timely and effective resolution of incidents and service requests. Responsibilities include establishing customer-focused support procedures, overseeing help desk operations and communications, tracking trends and recurring issues, coordinating escalations to Tier 2 and Tier 3 technical teams when needed, and promoting continuous improvements to the end-user experience. Experience supporting enterprise users through service disruptions, major deployments, and changes to workplace technology is essential, along with the ability to build strong relationships with customers and partner organizations.

The purpose of this position is to provide guidance, leadership, and supervision to those working in the section as well as matrixed project teams. The Supervisory IT Specialist develops, implements, and manages high visibility enterprise-wide projects and is responsible for the success of the project(s). In addition, the Supervisory IT Specialist provides technical expertise in monitoring and evaluating activities covering the projects.

This permanent position is hybrid telework-eligible. It is not eligible for 100% distant/remote telework.

As the Supervisory IT Specialist (Head, Service Desk Operations), you will:

• Supervise a group of employees performing work at or below the GS-14 level. Provide administrative and technical supervision needed for accomplishing the unit's work.
• Perform the administrative and human resource management functions relative to the staff supervised. Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observe workers' performance; demonstrate and conduct work performance critiques. Provide informal feedback and periodically assesses employee performance. Resolve informal complaints and grievances. Develop work improvement plans and recommend personnel actions as necessary. Provide advice and counsel to workers pertaining to work and administrative matters. Effect disciplinary measures appropriate to the delegated authority. Review and approve or disapprove leave requests. Ensure subordinates are trained and fully comply with safety regulations.
• Be responsible for advancing the goals of equal employment opportunity (EEO) by taking positive steps to ensure diversity objectives arc accomplished and by adhering to nondiscriminatory employment practices in regard to race, color, religion, sex, national origin, age, and disability. Initiate nondiscriminatory practices for the area under his/her supervision in the following: (l) merit promotion of employees and recruitment and hiring of applicants; (2) fair treatment of all;(3) encouragement and recognition of employee achievements; (4) career development of employees; and (5) full utilization of their skills.
• Communicate assignments, projects, problems, actionable events, milestones, program issues under review, and deadlines to the project team. Identify, distribute, and balance workload and tasks among employees in accord with established workflow, skill level, and/or occupational specializations. Make adjustments to accomplish the work in accord with established priorities to ensure timely completion of assigned team tasks; and ensure each employee has an integral role in developing the final team product.
• Monitor and report on the status and progress of work, checking on work in progress and reviewing completed work to ensure instructions on work priorities, methods, deadlines, and quality have been met. Prepare reports and maintain records of work accomplishments and administrative information, as needed, and coordinates the preparation, presentation, and communication of work-related information to the supervisor.
• Coordinate implementation of the projects and work relationships with relevant areas of the Library.
• Direct the installation and maintenance of computer hardware and software supplied by equipment manufacturers and software development companies.
• Perform various other duties as assigned.
• The position description number for this position is 240585.
• The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
• The incumbent of this position will work a Flexitime work schedule.
• This is a supervisory, non-bargaining unit position.
• Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
• The job announcement has a limit of 200 applications. Please review Other Information for more details

Requirements

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Conditions of employment

Conditions of Employment

This announcement has an APPLICATION LIMIT of 200 applications. Therefore, applicants should apply as soon as possible. PLEASE BE ADVISED THAT THIS VACANCY ANNOUNCEMENT WILL AUTOMATICALLY CLOSE AT 11:59PM EST ON THE DATE THAT 200 APPLICATIONS HAVE BEEN RECEIVED UNDER THIS POSTING. If the 200-application limit is not met, the job announcement will close at 11:59 pm, on Friday, October 16, 2026. Applicants need to ensure they provide all supporting documentation at the time they apply for the vacancy announcement.

The Supervisor leads his/her staff toward meeting the Library's vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty. To view the Library's Supervisory Core Competencies, click the following link: Supervisor Core Competencies

Qualifications

Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.

Ability to supervise and lead a diverse workforce. **

Ability to analyze organizational and operational problems and develop solutions. **

Knowledge and experience building and nurturing teams. **

Knowledge of IT Troubleshooting Methodologies.

Ability to apply project management methodologies and techniques to plan and manage complex IT projects.

Ability to communicate in writing.

Ability to communicate effectively other than in writing.

Additional information

The job announcement has a limit of 200 applications.It will automatically close at 11:59 PM EST on the day that 200 applications are received. If the limit isn't reached, the announcement will close at 11:59 PM on Friday, October 16, 2026. Applicants should apply early and include all required documentation.

Although it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid at step one of the grade.



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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.