SUPERVISORY IT SPECIALIST - END USER SERVICES

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. Learn more about this agency 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 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. Requirements Conditions of employment CITZENSHIP: You must be a US Citizen. SELECTIVE SERVICE: Males born after 12/31/59 must be registered or exempt from Selective Service (see https://www.sss.gov/). SECURITY CLEARANCE: Entrance on duty is contingent upon completion of a pre-employment security investigation. Favorable results on a Background Investigation may be a condition of employment or selection to another position. PERMANENT CHANGE OF STATION (PCS): Moving/Relocation expenses are not authorized. DIRECT DEPOSIT: All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing. SUPERVISORY PROBATIONARY PERIOD: This appointment may require completion of a two year supervisory/managerial probationary period. The duties of this position may require the incumbent to carry a cell phone and be on call 24 hours a day, seven days a week on a rotational basis, based on the needs of the organization. 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. Additional information Supplementary vacancies may be filled in addition to the number stated in this announcement and may be filled from any division or office within the agency. SEC COMPENSATION PROGRAM: Total salary (base pay + locality) is dependent upon duty location. The overall salary range listed above is provided for informational purposes; a selectee's initial pay will be established below the maximum rate of the range. The pay for current SEC employees will be determined according to the procedures specified in the agency's policy. Please click here for a compensation overview. IMPORTANT INFORMATION FOR SURPLUS OR DISPLACED FEDERAL EMPLOYEES: If you have never worked for the federal government, you are not I/CTAP eligible. To receive selection priority for this position, you must: (1) meet CTAP or ICTAP eligibility criteria; the questionnaire asks you to identify your ICTAP/CTAP eligibility (2) be rated well-qualified; and, (3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. View information about I/CTAP eligibility on OPM's Career Transition Resources website. Reasonable Accommodation: If you are an applicant who needs a reasonable accommodation to participate in the SEC application process due to a medical disability, please contact [email protected]. For religious-based accommodations, please contact [email protected] . Please be sure to submit your request at least 5 business days in advance of the date you need the requested accommodation. Equal Employment Opportunity (EEO) Information for SEC Job Applicants: For more information, please click here. The Fair Chance Act prohibits specific inquiries concerning an applicant's criminal or credit background unless the hiring agency has made a conditional offer of employment to the applicant. An applicant may submit a complaint, or any other information, to the agency within 30 calendar days of the date of alleged non-compliance by contacting the Legal and Policy Office in the Office of Human Resources at [email protected]. Expand Hide  additional information 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 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. Review our benefits 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.