SummaryDirect-Hire Authority (DHA) is a hiring authority granted by the Office of Personnel Management (OPM) to address critical hiring needs or severe candidate shortages.
DutiesHelp
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.
RequirementsHelp
Conditions of employment- You must be a United States Citizen or National.
- You must successfully pass a security/background investigation and a drug screening.
- Selective Service registration is required, see the "Additional Information" section for full details.
- Financial Disclosure: If selected, you may be required to disclose financial information in accordance with DOJ and Federal ethics guidelines.
- You may be required to complete a one-year probationary period. See "Additional Information" section for specific details.
- You may be required to complete a one year supervisory probationary period.
QualificationsBasic Qualifications (2210 series): Please refer to the OPM IT Management Series 2210 Qualification Standard for the specific experience requirements for the GS-12 and above positions.
To qualify for the position of Supervisory IT Specialist (Service Desk Supervisor), at GS-2210-14, you must meet the basic qualification requirements listed below.
Applicants must have one year of specialized experience equivalent to at least the GS-13 level in the Federal service that demonstrates experience in the following areas:
- Leading or supervising enterprise IT customer support operations, including Tier 1 and Tier 2 incident resolution, deskside support, audio-video services, device management, and asset tracking.
- Resolving complex technical issues involving user systems, endpoint devices, applications, or network-connected environments, and providing expert troubleshooting guidance to support staff.
- Applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements across a large-scale enterprise environment.
- Integrating cybersecurity requirements into customer support operations, including secure configuration standards, endpoint protection, vulnerability mitigation, and incident escalation.
- Coordinating technical activities across multiple teams, contractors, vendors, and cybersecurity personnel to address service delivery challenges and implement process or technology enhancements.
- Providing authoritative technical guidance and recommendations on customer support operations, endpoint management, IT policies, and emerging technologies to leadership and stakeholders.
You
MUST meet all qualification requirements by the 10/28/2026 of this announcement.
Your resume must support your responses to the application questionnaire and the qualification requirements. Failure to do so may result in an ineligible rating.See the Required Documents section for important notes about what must be included in your resume.
EducationThis job does not have an education qualification requirement.
Additional informationAdditional selections may be made from this announcement.
This announcement is being advertised under an agency specific OR a government-wide Direct-Hire Authority approved by OPM for filling vacancies when a severe shortage or critical hiring need exists. Veterans Preference and other Category Rating procedures do not apply to this announcement. Applicants must meet all qualification requirements of the position. The hiring office may interview and select any qualified candidate of their choosing from the qualified pool. See OPM, Direct Hire Authority for more information.
Career Transition Programs (CTAP or ICTAP): These programs apply to Federal and/or DOJ employees who meet the definition of surplus or displaced from a position in the competitive service. To receive selection priority for this position, you must:
Be rated well-qualified for the position based on the competencies listed above; and
submit the appropriate documentation to support your CTAP or ICTAP eligibility. Well-qualified is defined as having knowledge, skills, abilities, and/or competencies clearly exceeding the minimum qualification requirements for the vacancy.
Probationary Period: As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
- Your performance and conduct;
- The needs and interests of the agency;
- Whether your continued employment would advance organizational goals of the agency or the Government; and
- Whether your continued employment would advance the efficiency of the Federal service.
Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
BenefitsHelp
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.
Review our benefits
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.
