Summary
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.
Duties
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.
Education
This job does not have an education qualification requirement.
How you will be evaluated
This position is processed under Direct Hire Authority; therefore, veteran's preference and Category Rating procedures do not apply. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are minimally qualified for this position, your resume and supporting documentation will be referred to the selecting official for employment consideration. You will be notified by email if your application is forwarded to the hiring official for further consideration. If it is determined that your technical competencies do not meet the proficiency requirements for this position to move forward to the next evaluation stage, you will be notified by email. Your qualifications will be evaluated on the following competencies (knowledge, skills, and other characteristics): Attention to Detail Customer Service Decision Making Information Management Interpersonal Skills Problem Solving Teamwork Oral Communication Technical Competence IT Service Management Cybersecurity Systems Administration & Endpoint Management When addressing the specialized experience statement, applicants must present evidence of the experience in their resume. If the specialized experience statement is repeated, in the applicant's resume, Human Resources will deem the applicant as ineligible. If you would like to preview the application questionnaire, please see: https://apply.usastaffing.gov/ViewQuestionnaire/13088055.