IT Specialist (Customer Support)

As the Service Center Customer Support Lead within the VIP & International Operations Branch (APS-310), you will operate in a high-visibility, mission-critical environment at the intersection of advanced technical execution and executive diplomacy.

This role requires not only mastery of IT principles including hardware, data storage, networking, and software lifecycle management but also the judgment, discretion, and leadership necessary to support senior executives in a high-stakes federal environment where performance directly impacts mission outcomes.

Core Responsibilities If selected for this position, your duties will include: Executive Technical Stewardship: Administer, develop, and support complex IT systems, hardware, software, and services for over 200 VIP and international users across 13 global FAA facilities.

Ensure all systems and hardware are consistently reliable, secure, and optimized to support executive operations and mission-critical activities. Rapid Response & Executive Support: Provide prioritized, high-urgency technical troubleshooting and concierge-level support for Executive leadership.

You are responsible for ensuring Senior Executives maintain uninterrupted access to fully functional and optimized hardware, firmware, and software required to perform time-sensitive, safety-critical work.

Politically Sensitive Liaison: Serve as a primary point of contact for FAA leadership, exercising a high degree of discretion, judgment, and political awareness. You will manage sensitive communications and navigate the organizational dynamics of the Washington, DC headquarters to resolve complex issues and support priority initiatives.

Technical Innovation Leadership: Lead efforts to identify, evaluate, and implement emerging technologies, including hardware and software solutions, that enhance executive support capabilities.

You will collaborate with cross-functional FAA organizations to deliver modern, reliable IT solutions that improve operational effectiveness and responsiveness.

Matrixed Team Oversight: Lead and coordinate a specialized technical workforce, including dedicated VIP support technicians and a matrixed staff of Service Desk professionals across multiple geographic locations.

You are accountable for ensuring consistent, high-quality service delivery across hardware and software support that meets the rigorous standards of the APS-310 branch.

For additional information please view the complete OPM qualification standard for IT Specialist, please visit: Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov) To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-I / FG/GS-13.

Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.

Specialized experience is: Experience providing rapid-response, high-priority IT support to senior executives in time-sensitive, mission-critical environments, ensuring uninterrupted operational capability for safety-critical.

Experience administering and supporting complex enterprise IT systems, hardware, software, and networking in global, mission-critical environments requiring high availability and operational reliability.

Experience leading and coordinating matrixed technical teams across multiple geographic locations to deliver consistent, high-quality support for dispersed VIP and executive users. Qualifications must be met by the closing date of this vacancy announcement.

If the Agency decides to interview any qualified employee on the selection list, then all on the list who are qualified must be interviewed. If the selection list is shortened to a best qualified list through a comparative process, then the best qualified list shall be considered to be the selection list.