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USAJOBS · 1 month ago

Supervisory IT Specialist (Customer Support)

Millington, Tennessee, USA

Full-time

Onsite

Mid, Senior Level

$105K/yr - $115K/yr

5+ years exp

USAJOBS is seeking a Supervisory IT Specialist (Customer Support) to join their team in Millington, TN. The incumbent will be responsible for evaluating, planning, and delivering customer support services through the NAF enterprise service desk, ensuring compliance with Navy policy and managing a team of IT specialists.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements

Develops and maintains problem tracking and solution/knowledgebase databases

Promotes the use of solution databases to customers and end users to proactively reduce the number of support calls and tickets

Develops and manages customer service performance requirements

Develops customer support policies, procedures, and standards

Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services

Participates in the planning and delivery of a full range of customer support services to the organization

Presents formal and informal training and assistance to customers

Ensures all actions taken are documented for future reference, review or audit

Manages special projects that have a significant impact on the delivery of customer support services, e.g., new systems, organizational changes

Advises management on issues and risks identified by the NAF IT enterprise service desk program

Advises management on cost/benefit analysis of service desk programs, policies, processes, and systems, and elements

Supervises or manage protective or corrective measures when a cybersecurity incident or vulnerability is discovered and communicates such to cybersecurity program managers

Leads the development or modification of the service desk program plans and requirements

Maintains constructive working relationships with internal and external partners involved in service desks or related areas

Evaluates new technology and systems recommended for implementation in the NAF IT environment

Evaluates and recommend changes or additions to system software or hardware as related to service desk operations

Defines scope, requirements and deliverables for initiatives assigned

Acquires and manages the necessary resources, including leadership support, financial resources, and key security personnel, to support information technology (IT) customer service goals and objectives and reduce overall organizational risk

Troubleshoots system hardware and software with assistance of other NAF Systems Division technical staff

Analyzes incident and service request data for emerging trends, adjusts work tasks and reports regularly to supervisor

Diagnoses and resolves customer reported system incidents, problems, service requests and events

Recommends and coordinates, based on service desk data analysis, enhancements to software and hardware solutions to enhance customer experience

Coordinates the administration of user accounts, network rights, and access to systems and equipment in cooperation with other stakeholders and staff

Provides administrative and/or technical supervision (including hiring, discipline, evaluation, and training) for one Lead IT Specialist and up to eight IT Specialists, NF-2210-04

Reviews and approves leave requests

Develops section goals and staff responsibilities

Provides assistance/support to section staff in problem determination and correction

Assigns work based on priorities, difficulty and requirements of assignments, and staff capabilities

Manages staff who provide enterprise service desk support for NAF programs and related systems and applications under the oversight of the NAF Systems Division

Develops and execute staffing plans and contractor requirements

Prioritizes tasks for subordinate staff, respond to assigned taskers and data calls

Identifies and addresses workforce planning and management issues (e.g. recruitment, retention, and training)

Forecast ongoing service demands and ensure support assumptions and staffing are reviewed as necessary

Plans, assigns, reviews and accepts, amends or rejects work done by teams and subordinates

Provides information to the supervisor on the performance of the team and individuals

Assigns performance ratings, approves awards and takes performance-based corrective actions

Communicates assignments, milestones and deadlines to the team and individuals based on supervisor's instructions

Counsels employees on behavior and initiate disciplinary actions if required

Supports Commander, Navy Installations Command's (CNIC) Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; and ensures equitable treatment of all staff

Qualification

IT problem managementCustomer support methodsCybersecurity principlesProject management principlesEnterprise applicationsTroubleshooting methodsService desk ticketingData analysis methodsSystem administrationCustomer assistanceTraining skillsCommunication skillsTeam collaboration

Required

At least 5 years of specialized IT experience with an emphasis in support enterprise systems & software applications, networks, and hardware devices

Broad, professional knowledge of IT technology presented by operating systems, systems software applications, telecommunication networks, hardware components and different kinds of cloud services

Knowledge of process for developing, scheduling, coordinating, and managing projects, relevant contracts, and resources

Knowledge of, and skill in of one or more of the following software applications that the CNIC NAF organization supports: enterprise applications (ERP), program support applications (point-of-sale and recreation/activity management systems), commercial global networks, on-premises datacenters, cloud-based environments, and software-as-a-service beyond service desk software applications

Mastery of, and skill in applying IT problem management methods and practices

Mastery of, and skill in applying new and innovative customer support methods and technologies

Knowledge of, and skill in applying service desk support ticketing databases

Knowledge of, and skill in applying troubleshooting and data analysis methods

Knowledge of, and skill in applying communication methods and techniques

Mastery of, and skill in applying customer support concepts, principles, methods, and practices

Mastery of, and skill in applying the interrelationships among different IT disciplines

Mastery of, and skill in applying project management principles and methods

Knowledge of cybersecurity and privacy principles

Knowledge of specific operational impacts of cybersecurity lapses

Knowledge of measures or indicators of system performance and availability

Knowledge of systems administration concepts

Knowledge of a broad variety of electronic devices (e.g., desktops, laptops, tablets, access control devices, digital scanners, barcode readers, networking components, printers, mobile phones, etc.)

Knowledge of system administration concepts for operating systems such as but not limited to Linux, iOS, Android, and Windows operating systems

Knowledge of industry best practices for service desk

Knowledge of organizational security policies

Knowledge of Personally Identifiable Information (PII), Personal Health Information (PHI), Payment Card Industry (PCI) data security standards

Knowledge of the operations and processes for incident, problem, service request and event management

Knowledge of successful capabilities to identify the solutions to less common and more complex system problems

Knowledge of system architecture methodologies, infrastructure design, system integration, contingency planning, and system life cycle management

Knowledge of DOD and DON cybersecurity policies

Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation with assistance from or direction to technical staff in the division

Skill in conducting research for troubleshooting novel device or end user problems

Skill to design incident response for cloud service models

Skill in the use of Microsoft 365 programs (e.g., Teams, Planner, Word, Excel, Power Point, Outlook)

Skill in the effective and efficient use of planning and project/task assignment and tracking software

Skill and ability to consistently develop and sustain cooperative working relationships with team members and within the organization

Skill and ability to work effectively with customers and outside agencies, providing information or assistance, coordinating project/work task completion, and offering effective solutions

Mastery skill and ability to makes sound, well informed and objective decisions. Be open to changing and new information to adapt behavior and work methods positively

Ability to accurately define and categorize incidents, problems, service requests and events in the service desk ticketing system

Ability to design capabilities to find solutions to less common and more complex system problems

Mastery ability to communicate effectively both orally and in writing to document technical support procedures and train technical staff

Skill to communicate with all levels of management

Ability to inspire, motivate, and guide others toward goal accomplishments

Mastery ability to monitor personal and work group performance and make and implement recommendations for improved productivity

Must pass all applicable records and background check

Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment

Must have or be able to obtain and maintain clearance for a Tier 2 (SF 85P) Investigation Non-Sensitive National Security Sensitivity designation and Moderate Risk designation

Must be currently employed within the hiring agency; Commander, Navy Installations Command (CNIC), Nonappropriated Funds (NAF)

Earn and maintain appropriate foundational and residential qualifications from the DoD Cyber Workforce Qualification Matrix (described in DODM 8140 and https://cyber.mil/wid/cwmp/qualifications-matrices/) associated with the work role and proficiency level commensurate with the scope of major assigned duties for the position to which you are assigned within nine (9) months

Participate in a continuous learning program as described in DODM 8140. A minimum of 20 hours of Cyber Workforce related continuous professional development annually or what is required to maintain certification, whichever is greater, documented in a current individual development plan (IDP) signed by both the employee and supervisor