Summary Serves as a shift supervisor with Enterprise Service Desk (ESD) Access Management Team, responsible for executing the organizational vision established by the ESD Director and Access Management Division Chief. This includes aligning team objectives with key organizational goals, adapting to changing circumstances, and implementing innovative strategies to drive continuous improvement and operational stability. Responsibilities Major Duties: Plans the assigned work for individual personnel on a specific shift to meet regular, peak load and priority requirements. Within established staff and time constraints, makes changes in organization of work and assignment of work to meet emergency situations: to facilitate workflow, promote employee relations and to improve services rendered. Justifies and implements revisions in work organization, priorities and procedures. Researches and justifies to supervisor, changes that may affect costs, employee job relations, and/or restrict/expand services performed and implements the changes upon approval. Ensures written instructions and procedures for routine. non-routine and complex assignments are available. Ensures published guidelines are clear, concise, and kept up to-date. Ensures all shift documentation is submitted to the Service Desk Peer Review group. Establishes and enforces work schedules to meet the needs of assigned shift, to include Compressed Work Week (CWWW), night, weekend, and holiday tours of duty. Determines requirements and schedules/approves overtime on a daily/weekly basis. Ensures all staffing requirements are met. Has the authority to approve overtime (OT), annual and medical leave and certify payroll for all personnel assigned to the Service Desk, regardless of shift. Keeps shift employees informed of management goals and objectives and higher-level supervisors informed of employee's participation and concerns. Responsible for personnel staffing reassignments to meet workload requirements. Recommends and justifies promotions, outstanding achievement and performance awards. Modifies, as necessary, performance standards for subordinate employees. Rates, prepares and presents employee performance appraisals and formal recognition of outstanding performance. Formally and informally counsels' employees on work conduct, duty performance, work ethics, and areas that require improvement. Coordinates with higher management officials and Human Resources on the retainability of personnel not performing up to standards. Assumes the responsibilities of higher-level supervisor in their absence. Coordinates and has decision approval for all aspects of daily operations within the scope of supervision. Ensures effective communication between each shift flows smoothly. Ensuring the oncoming shift is aware of any significant issues the previous shift encountered or are still unresolved. Receives and resolves formal grievances at the first supervisory level; resolves labor/management grievances at the first supervisory level. Develops and implements individual task lists, training plans and conducts parallel training to maintain employee skills at a high level. Training plans and individual task lists are maintained for all staff members. Ensures all employees receive equal treatment and opportunity under general provisions of government-wide and agency EEO programs. Informs employees of all aspects of various personnel programs. researches and provides answers to employee concerns. Provides guidance and operational decisions to maintain a high level of systems availability, as variable, unpredictable, and unexpected changes in system loading occur. During the tour of duty, responsible for ensuring customer satisfaction in all facets of the Service Desk are met or exceeded. Ensures all scheduled production jobs are processed. Refers/assigns correction of abnormally terminated jobs to appropriate personnel to correct the problem and ensure everything is documented accordingly. Responsible for all "open systems" performance and reporting of any unscheduled interruption in service through appropriate channels. Applies sound evaluative techniques in identifying trouble conditions and problem solving; generates related reports. Categorize similar tasks (administrative management, supervisory tasks, analysis, budgetary/financial management functions, clerical tasks, support tasks, etc). Work Schedule: Monday - Friday, 8:00am - 4:30pm Position Description Title/PD#: Supervisory Information Technology Specialist (SYSADMIN/CUSTSPT)/PD20220A Physical Requirements: Work is mostly of a sedentary nature. May need to lift up to ten pounds occasionally. May experience situations where incumbent will need to be on the telephone for extended periods of their workday attending meetings. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Selectee is subject to background/suitability investigation Selected applicant will be required to complete an online onboarding process This position is subject to pre-employment and random drug testing. Complete the initial online assessment. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:- your performance and conduct;- the needs and interests of the agency;- whether your continued employment would advance organizational goals of the agency or the Government; and- whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-13 grade level: One year of specialized experience (equivalent to the GS-12 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: Experience administering Identity and Access Management tools and concepts for enterprise implementation. Experience developing and adopting Information Technology (IT) knowledge sharing concepts and strategies to detect issues, while promoting a more efficient and effective delivery of quality support to the customer. Experience with strategizing, consulting, and advising others in the capacity of IT Service Management (ITSM) process design, flow, and interaction. Experience with verbal communication, both in person and over the telephone, and with written communication, to provide detailed and technical IT information in a clear, logical, and concise manner to individuals at all organizational levels including director and program management levels. 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; religions; 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. Education There is no educational substitution at this grade level. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information. VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
