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.

Qualifications

Basic 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.