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Supervisory IT Specialist (Customer Support)
National Institute of Standards and Technology · Posted 60 days ago
Hybrid Gaithersburg, MD $122K – $187K Apply by Aug 10, 2026 Information Technology Management ENTJINTJINTPISTJ EngineeringOperationsCustomer Success
Apply for this job → About the Role
The Service Desk Operations Group Leader leads the delivery of essential IT services for a diverse scientific and administrative workforce, ensuring alignment with OISM's strategic mission to fuel scientific success by providing NIST staff with agile, innovative information technologies and resources and a robust infrastructure. This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.
What You'll Do
- →Working as a Service Desk Operations Group Leader for the Office of Information Systems Management (OISM), Customer Access and Support Division, your key responsibilities will include: Program & Operations Leadership: Formulate and direct the NIST Service Desk Operations program, delivering enterprise-wide IT support and incident management for a diverse scientific and administrative workforce.
- →Strategic Integration & Governance: Coordinate with Department of Commerce counterparts to align local service desk strategies with agency-wide technology programs and cybersecurity mandates.
- →Process Innovation & Problem Solving: Apply innovative methodologies to resolve complex, unprecedented technical issues while continually optimizing service delivery workflows.
- →Executive Liaison & Project Advocacy: Negotiate and justify significant IT infrastructure projects, service-level objectives (SLOs), and resource needs with senior leadership.
- →Supervisory & Team Management: Perform full supervisory duties-including work planning, task assignment, and performance evaluations-to drive team productivity and advance organizational goals.
- →Agency-Wide Impact: Champion technology initiatives that directly enhance the operational productivity of the NIST scientific community.
Requirements
- ✓Qualifications are based upon meeting specialized experience only.
- ✓Education cannot be used to qualify for this position.
Personality Fit
Job ID: 02e390bd-b832-4f87-a1a7-f8005772f408
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