Supervisory It Specialist (Customer Support)

Summary

This position is in the End User Services, End User Operations. As first level supervisor, the incumbent exercises full supervisory, technical, and administrative responsibilities for planning, developing, implementing, executing, and evaluating the Information Technology (IT) program.

Duties

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Major Duties include, but are not limited to:

• Overseeing the daily operation of the unit, ensuring that agency policies and priorities are being followed
• Developing performance standards; evaluating work performance of subordinates
• Advising, counseling, and instructing employees on both work and administrative matters
• Hearing and resolving minor complaints from employees; referring group grievances and more serious unresolved complaints to a higher-level supervisor or manager.
• Determine solutions for problems related to complex IT systems.
• Problem solves, advises, and provides operational support for users of IT equipment.
• Work directly with end users, and IT personnel to ensure collaborative and technically sound IT support.

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Position Description/PD#: Supervisory It Specialist (Customer Support)/PD15299A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not Required

Travel Required: Occasional travel may be required as needed for this position.

Work Schedule: Monday - Friday; Tour of duty will be determined based on organizational needs.

Compressed/Flexible: As determined by the Agency Policy

Virtual: This is not a virtual position.

Remote: This is not a remote position.

Requirements

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Conditions of employment

• Selective Service Registration is required for males born after 12/31/1959
• Selectee is subject to background/suitability investigation
• Selected applicant will be required to complete an online onboarding process
• This position is subject to pre-employment and random drug testing.
• Complete the initial online assessment.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• As a condition of employment for accepting this position, you will be required to serve a 1-year Supervisory 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.

Qualifications

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For the GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

To qualify for this position, all qualification requirements must be met by the closing date of this announcement-02/11/2026.

• EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience for this position is defined as experience in IT operations, supervision, and management of IT delivery systems and equipment; administering IT operational activities that support all organizations within the geographic area: utilizing strategic planning, budgeting, performance management and implementation of new, and maintenance of, existing operational hardware and software required for IT Support of all end users in the area; identifying measures or indicators of system performance and the actions needed to improve or correct performance relative to the goals of the systems; applying service management concepts for networks and related standards.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Education

There is no substitution of education for experience at the grade level(s) of this announcement.

Additional information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at ;br>
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

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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.