Supervisory IT Specialist (Policy & Planning)

This Supervisory IT Specialist (Policy & Planning) position is with Deputy Assistant Secretary for Information and Technology (Department of Veterans Affairs) in Phoenix, AZ. This position is in the Office of Information and Technology. End User Services, Enterprise Command Center, Monitoring Architecture & Standards. The incumbent serves as a Manager within the Monitoring, Architecture & Standards team responsible for overseeing the Application Performance Monitoring tools. Key duties: • Major Duties: Serves as point of contact for all matters pertaining to the life-cycle and maintenance of technical infrastructure management and operations, network and computer operations, and computer services. Advises and provides recommendations to the Monitoring Architecture & Standards Manager on the Information Technology Infrastructure Library (ITIL) policies, missions, and functions. Assesses policy needs and develops policies to govern IT activities. Identify and address IT workforce planning and management issues. Serves as the primary point of contact for administrative, personnel services, training/ logistical support, security, and plans and operations activities. Performs special projects and studies as directed by the Pillar Director. Provides advice and recommendations on sensitive issues related to policies, processes and procedures as they pertain to Enterprise wide monitoring, incident, problem and event management, emergency preparedness and continuity of operations. This position requires demonstrated knowledge of business processes, risk management, emergency preparedness, and incident response. Performs analysis of complex information to allow technically sound IT investment decisions that map to strategic planning. Proposes strategies for future direction of the Information Technology Infrastructure Library (ITIL) including long-term strategic vision and shorter-term tactical planning. Serves as the Subdivision supervisor responsible for managing major multiple-year initiatives that involve multi-year, multi-million dollar contracts, that are inter-agency wide in scope. Leads, coordinates, communicates and integrates services across OIT and/or subordinate organizations and is accountable for the overall success of assigned duties and responsibilities and ensuring organizational goals are aligned with critical OIT and subordinate subdivisions. Supervises technical support staff to address problems, installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. Develops and maintains problem tracking and resolution databases. Also develops and manages customer service performance requirements and provides customer training. Oversees and communicates systematic analytical approach to collect, organize and interpret data, and information to maintain 24/7 operational situational awareness of current and emerging threats. Contains the incident, including isolation and characterization. Directs mitigation, preparedness, response and recovery approaches as needed, to maximize information security. Supports and assists the OIT and subordinate organization Directors in all matters relating to OIT support. Reports and communicates relevant national enterprise issues and initiatives to the OIT and subordinate organization Directors. ***Additional duties required, within scope of the position description.*** This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles of Cybersecurity Code: 801-Program Manager. For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways Position Description/PD#: Supervisory IT Specialist (Policy & Planning)/PD17477A Bargaining Unit: No Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not Required. Travel Required: Up to 25%. Occasional travel may be required as needed for this position. Work Schedule: Monday-Friday; 800AM to 4:30PM EST. (Tour of duty may be subject to change based on organizational needs). Compressed/Flexible: May be available/authorized, at Manager's discretion, determined by the Agency Policy. Telework: Telework: (AdHoc) Authorized at Manager's discretion. Virtual/Remote: This is NOT a virtual NOR a remote position. Physical Demands: This position is sedentary working at a keyboard and monitor. Walking, standing, bending, or occasional lifting of boxes or IT equipment weighing up to 50lbs may be required. *Subject to call back outside of regular tour of duty. Working Conditions: Work is performed in a typical computer operations environment. Rooms are well-lighted, air-conditioned office spaces with moderate noise from common office equipment. Computer equipment on the operations floor involves the use of high voltage electricity. Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/10/2026. ***You must meet the Minimum Qualification Requirements, Specialized Experience AND Selective Placement Factors to qualify for this series as described below.**** Minimum Qualification Requirements Basic Requirements Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the five competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. To qualify for this position, you must have information technology-related experience demonstrating all of the four competencies listed below. Ensure that this experience is clearly described in your resume: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. -AND- Specialized Experience for GS-2210-14: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience is defined as: Experience leading an enterprise application performance monitoring or observability capability using a modern platform, including but not limited to Dynatrace, Splunk Observability Cloud, Splunk APM, Datadog, New Relic, Cisco AppDynamics, Elastic Observability, or a Grafana/Open Telemetry-based platform using technologies such as Prometheus, Loki, Mimir, or Tempo; leading efforts to improve service quality and incident analysis; using observability findings to make operational decisions or recommendations and communicating those findings verbally and in writing to operational and senior leadership stakeholders. -AND- Selective Placement Factor: Documented experience managing, directing, overseeing, coordinating, or serving as a technical lead for the production operation of an enterprise observability or monitoring function in a large, complex enterprise environment. 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; religious; 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. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. View the full announcement and apply on USAJOBS.gov.