SUPERVISORY IT SPECIALIST - END USER SERVICES

SUPERVISORY IT SPECIALIST - END USER SERVICES

Department: Other Agencies and Independent Organizations

Location(s): Washington, District of Columbia

Salary Range: $162308 - $280156 Per Year

Job Summary: The Office of Information Technology (OIT), End User Services Branch is seeking a Supervisory IT Specialist (CUSTSPT/INFOSEC) (Supervisory IT Specialist - End User Services). In managing and supervising the work of the End User Services Branch, the Branch Chief ensures delivery of timely, high-quality, and customer-focused IT support services and, in support of federal IT security mandates, that all cybersecurity, information assurance, and compliance-related requirements are met.

Major Duties:

• As Branch Chief for End User Services, you will report to the Assistant Director of Customer Service and serve as a key operational leader within OIT responsible for the day-to-day management of the SEC's Service Desk and related support functions. In this role as a Supervisory IT Specialist - End User Services, you will be responsible for: Leading End User Services operations spanning the centralized Service Desk, nationwide Field Services/Dispatch, and integrated customer support programs, supervising a geographically distributed organization supporting a very large number of users. Owning ITSM process excellence across Major Incident, Problem, Change, Asset, and Configuration Management; integrating platform capabilities (e.g., ServiceNow, BMC Remedy) with automation, analytics, and digital self-service channels. Monitoring Help Desk Institute/IT Infrastructure Library (HDI/ITIL) aligned metrics and Service Level Agreements (SLAs)-e.g., First Contact Resolution, Mean Time to Resolution, and Customer Satisfaction. Analyze trends, tracking and remediating security-related tickets, and driving proactive service improvements, and reducing repeat incidents. Serving as the executive escalation authority for customer support performance and SLA compliance, coordinating with infrastructure, cybersecurity, applications, and vendor/managed-service partners ensuring timely resolution of complex or high-impact issues. Conducting regular customer satisfaction surveys and feedback loops; embedding responsiveness, accountability, and professionalism in every support interaction to strengthen user trust in IT services. Overseeing service desk intake of cybersecurity incidents, ensuring proper categorization, prioritization, and escalation, and coordinating with OIT's Security Operations Center (SOC) for ticket handoff and tracking. Providing security governance, compliance support, and identity and access management best practices ensuring the Customer Service Branch complies with FISMA and SEC-specific security policies, supporting implementation of security controls, participating in audits, and coordinating with Office of Information Technology (OIT) Security on control assessments and remediation tracking. Promoting Security Awareness and User Engagement by identifying trends in user behavior that indicate training gaps. Ensuring the proper handling of Personally Identifiable Information (PII) and Non-Public Information (NPI) in service desk interactions. Ensuring end-user services staff complete annual security and privacy training. Governing managed-service portfolios and contracts and leading vendor oversight, financial stewardship, and cost-optimization initiatives aligning service delivery outcomes with mission needs. Ensuring contractors supporting customer service comply with agency cybersecurity requirements. Driving data-driven modernization of digital support channels (self-service, RPA, virtual agents), demonstrating measurable outcomes (e.g., contact volume reduction and improved customer satisfaction) through analytics and continuous improvement. As a first-line supervisor, planning, assigning, and reviewing subordinates' work. Initiating requests for filling vacancies or hiring additional personnel and selecting/participating in the selection of new employees. Initiating personnel or position actions; developing/participating in the development of work performance standards; observing and evaluating employee performance; identifying training needs and assuring that training is given; evaluating training; and supporting self-improvement efforts. Providing advice and counsel to employees related to work administrative matters. Resolving informal complaints and grievances and maintaining employee management relations. Assisting employees in improving performance and keeping them informed of policies, procedures, and other management programs and goals and promoting teamwork.

Qualifications: Applicants are responsible for confirming all required materials are submitted by the closing date of the announcement. Please check the How You Will Be Evaluated and Required Documents sections carefully, as missing documents will render the application incomplete and ineligible for review. Qualifying experience may be obtained in the private or public sector. 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. All qualification requirements must be met by the closing date of this announcement. BASIC REQUIREMENT: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: 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. MINIMUM QUALIFICATION REQUIREMENT: In addition to meeting the basic requirement, applicants must also meet the minimum qualification requirement below. SK-15: Applicant must have at least one year of specialized experience equivalent to the GS/SK-13 level: Leading End User Services operations, ITSM processes, ITIL best practice implementations, and service desk metrics; AND Overseeing service desk intake of cybersecurity incidents in compliance with FISMA and specific security policies to ensure identity management and assurance best practices; AND Governing contracts and vendor oversight including vendor compliance with cybersecurity requirements. ACCOMPLISHMENT RECORD COMPETENCIES: Your Accomplishment Record narratives should address the following competencies. See the How You Will Be Evaluated section below for more information: Customer Support: Uses methods, techniques, and tools to provide and continually improve the delivery of IT products and services. Information Systems/Network Security: Implements and uses methods, tools, and procedures, including the development of information security plans and standards, to prevent information systems vulnerabilities and provide or restore privacy and security of applications, information systems, and/or network services. Contract Management: Uses contract management techniques to oversee the work of contractors and to ensure the timely delivery of products, documents, and deliverables. Developing and Managing Others: Ability to recruit, develop and manage the workforce to meet organizational goals, with little or no guidance.

How to Apply: To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents. A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration. No additional documentation will be accepted after the deadline To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process. You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Application Deadline: 2026-05-14