Supervisory IT Specialist-(System Administration/Customer Support)

This Supervisory IT Specialist-(System Administration/Customer Support) position is with Deputy Assistant Secretary for Information and Technology (Department of Veterans Affairs) in Phoenix, AZ. The Supervisory IT Specialist-(System Administrator/Customer Support) provides oversight and leadership, serving as the shift Supervisor at the End User Operations division of The Office of Information and Technology's Enterprise Command Operations (ECO), Enterprise Service Desk. Key duties: • Major Duties: Plans the assigned work for individual personnel to meet regular, peak load and priority requirements. Within established staff and time constraints, makes changes in organization of work and assignment of work to meet emergency situations: to facilitate workflow, promote employee relations and to improve services rendered. Researches and justifies to supervisor, changes that may affect costs, employee job relations, and/or restrict/expand services performed and implements the changes upon approval. Receives and resolves formal grievances at the first supervisory level; resolves labor/management grievances at the first supervisory level. Ensures written instructions and procedures for routine. non-routine and complex assignments are available. Ensures published guidelines are clear, concise, and kept up to-date. Ensures all shift documentation is submitted to the Service Desk Peer Review group. Provides guidance and operational decisions to maintain a high level of systems availability, as variable, unpredictable, and unexpected changes in system loading occur. Establishes and enforces work schedules to meet the needs of assigned shift, to include Compressed Work Week (CWW), night, weekend, and holiday tours of duty. Determines requirements and schedules/approves overtime on a daily/weekly basis. Modifies, as necessary, performance standards for subordinate employees. Rates, prepares and presents employee performance appraisals and formal recognition of outstanding performance. Formally and informally counsels' employees on work conduct, duty performance, work ethics, and areas that require improvement. Coordinates with higher management officials and Human Resources on the retainability of personnel not performing up to standards. During the tour of duty, responsible for ensuring customer satisfaction in all facets of the Service Desk are met or exceeded. Ensures all scheduled production jobs are processed. Refers/assigns correction of abnormally terminated jobs to appropriate personnel to correct the problem and ensure everything is documented accordingly. Responsible for all "open systems" performance and reporting of any unscheduled interruption in service through appropriate channels. Applies sound evaluative techniques in identifying trouble conditions and problem solving; generates related reports. Develops and implements individual task lists, training plans and conducts parallel training to maintain employee skills at a high level. Training plans and individual task lists are maintained for all staff members. Reviews problems in the quality and quantity of work and its operating effectiveness. Takes or recommends corrective action; resolves technical work problems not covered by precedents or established policies; establishes operating guidelines to implement procedures methods and other work related changes. Executes disciplinary action involving employees; provides recommendations for employee promotions, status changes, and awards. Has significant input in selection of employees to fill vacant positions. Approves/Disapproves leave for subordinate employees. Ensures that employee leave is scheduled and approved to keep staffing at appropriate levels to meet or exceed mission needs. May work shifts on a rotational basis. ***Additional duties may be required, within scope of the position description.*** This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles of Cybersecurity Code: 411 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-(System Administration/Customer Support)/PD20220A 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% travel may be required, as needed. for this position. Work Schedule: Monday-Friday 8:00AM to 4:30PM; Tour of duty may be subject to change based on organizational needs. Compressed/Flexible: As determined by the Agency Policy. Telework: (AdHoc) Authorized at Manager's discretion. Virtual/Remote: This is NOT a virtual, NOR a remote position. Physical Demands: The work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site. 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, 09/09/2026. You must meet the Minimum Qualification Requirements, AND Specialized Experience to qualify for this series as described below. Minimum Qualifications 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. 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-13: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 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 for this position is defined as: Demonstrated technical experience with ServiceNow platform capabilities - including reporting, dashboards, workflow automation, and Artificial Intelligence/Machine Learning-enabled analytics tools - along with a working knowledge of how such capabilities can be applied to automate performance monitoring and oversight functions within a large-scale, enterprise-level IT Service Management environment. Candidate must have demonstrated experience supervising and developing a technical team, with the ability to guide staff in transitioning from manual, labor-intensive processes toward more technical, automation-focused roles, and must be capable of expanding team responsibilities toward broader support of Enterprise Service Desk (ESD) and ESD Program Management Office functions as automation matures. 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.