SUPERVISORY IT SPECIALIST - END USER SERVICES

JobSummary

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.

LowGrade

15

HighGrade

15

PromotionPotential

15

SubAgencyName

Office of Information Technology (OIT)

OrganizationCodes

OT/SE00

Relocation

False

HiringPath

• public

MCOTags

TotalOpenings

1

AgencyMarketingStatement

Our mission includes advocating for investors who seek to secure a future for their family, providing guidance and regulations for the nation's securities industry in an increasingly global market, and taking action with an eye toward promoting the capital formation necessary to sustain economic growth. A career with the Securities and Exchange Commission (SEC) offers work that is exciting, challenging and rewarding. You can contribute to securities regulation and enforcement while making a positive difference for the American investing public. The SEC provides: Careers that broaden and deepen your already accomplished knowledge, skills and abilities; An environment that allows you to work and learn with the nation's experts; Benefits, compensation and career expansion opportunities; and A balance between your professional and family life. The SEC offers a number of enhanced pay and benefits plus the standard Federal benefits. Please be sure to visit the SEC's compensation and benefits program pages.

TravelCode

1

ApplyOnlineUrl

https://apply.usastaffing.gov/Application/Apply

DetailStatusUrl

https://apply.usastaffing.gov/Application/ApplicationStatus

MajorDuties

• 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.

Education

Requirements

Evaluations

You will be evaluated for this job based on how well you meet the qualifications above. This position is being advertised through the Office of Personnel Management's (OPM) Delegated Direct-Hire Authority (5 U.S.C. Section 3304 and 5 CFR Part 337, Subpart B) and is open to All U.S. Citizens. Under this authority, competitive rating, ranking and veterans' preference procedures do not apply. Your qualifications will be assessed through a two-step screening process: Minimum Qualifications Review Accomplishment Record Review If you are found minimally qualified through the minimum qualifications review, a rating panel will review your resume and Accomplishment Record narratives. Accomplishment Record narratives should clearly demonstrate your proficiency in the competencies listed in the Qualifications section. Submitting a Performance Appraisal does not fulfill the requirement for an Accomplishment Record. Click here for help with writing your Accomplishment Record. Your resume must provide evidence that supports the claims made in your Accomplishment Record narratives; both documents must effectively showcase your qualifications. Each competency narrative should detail one specific, relevant example from your training or experience. Please limit each response to a maximum of 300 words, as any text beyond this limit will not be considered during the evaluation. You will upload one document with your narrative responses addressing each of the competencies. Your responses must be in the below format: Competency Title Position title and dates from your resume that this experience was obtained Describe the situation (i.e., the challenged faced, the problem solved) Describe the specific actions you took State the outcome, results, or long-term impact of your accomplishment Name and email address of someone who can verify this information Basis for Rating: The rating panel will evaluate applicants' accomplishment records and resume, and then place them into one of the following categories: Pass - Meets the minimum qualification requirements and has at least a moderate amount of skills and experience in most of the job related competencies. Fail - Meets the minimum qualification requirements, but has only limited experience in several of the job related competencies. Passing applicants will be referred to the hiring office for further review and consideration. The hiring office may directly contact recommended candidates for interview(s). To preview the Questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12946762

HowToApply

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/.

WhatToExpectNext

You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website at http://usajobs.gov/ and clicking on "Track Your Online Application." By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired, you may be terminated after you begin work, or you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation. You will be required to submit official documentation before appointment. The agency will then verify the information provided on your application (i.e., degree, Veterans' Preference, certification of disability, etc.). Candidates external to the SEC will be allowed to submit a comprehensive resume for pay setting purposes after a tentative offer is made. If the applicant fails to provide the comprehensive resume by the specified deadline, the resume submitted at the time of application will be used to determine pay. No additional documentation will be accepted after the deadline.

RequiredDocuments

You must provide a complete Application Package, which includes: Required: Your responses to the Questionnaire. Required: Resume - Resumes should include relevant work experience, with specific employment dates, that demonstrates qualifications for the specialized experience and competencies as outlined above. If your resume does not reflect demonstrated evidence of these qualifications, you may not receive consideration for the position. Resumes that exceed two pages will be deemed ineligible and receive no further consideration. For resume writing tips, visit USAJOBS and the SEC careers page. Required: Accomplishment Record - Accomplishment Record -The Accomplishment Record is a set of narrative responses that demonstrate your proficiency in the competencies listed. These narratives support your resume by providing specific examples from your training or experience. For each competency, you must provide a 300 word or less written narrative (text only) describing one example of competency-related experience. Text beyond this limit will not be considered. This document must be uploaded to the application under Accomplishment Record. An accomplishment record submitted outside the USA Staffing system will not be accepted. Failure to provide the Accomplishment Record in the correct format will result in an ineligible rating. Required, if applicable: CTAP/ICTAP documentation (a copy of a separation notice or other proof of eligibility for priority selection; a copy of an SF-50, Notification of Personnel Action, showing current position, grade, promotion potential, and duty location; AND a copy of your most recent performance appraisal.)

Benefits

BenefitsUrl

https://www.sec.gov/ohr/overview-of-sec-benefits-link.html

OtherInformation

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 reasonableaccommodation@sec.gov. For religious-based accommodations, please contact religiousaccommodation@sec.gov . 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 ElliottT@sec.gov.

KeyRequirements

WithinArea

False

CommuteDistance

0

ServiceType

01

AnnouncementClosingType

01

AgencyContactEmail

askHR@sec.gov

SecurityClearance

Other

DrugTestRequired

False

PositionSensitivitiy

High Risk (HR)

AdjudicationType

• Suitability/Fitness