Senior IT Service Management and Customer Support Specialist

Quick Facts

• Senior Information Technology Specialist (Customer Support), GS-2210-13
• Focus: enterprise-wide IT customer support services and processes (not site-specific training delivery)
• Location: Glynco, GA (situational telework allowed; not remote)

Description

Serve as the enterprise SME for IT customer support, covering service desk operations, end-user device support, and collaboration/endpoint services across multiple locations. Develop and standardize customer-support policies, procedures, runbooks, knowledge articles, escalation paths, and service catalog entries, then coordinate with local IT leads and infrastructure teams to resolve complex cross-site issues. Support ITSM process design and continuous refinement (incident, request, problem, change, knowledge) using support metrics and trends to drive improvements.

Responsibilities

• Provide senior technical support for service desk and end-user/endpoint collaboration and audiovisual or multimedia services
• Create and maintain enterprise customer-support documentation (procedures, runbooks, troubleshooting guides, knowledge, escalation)
• Coordinate local support practices with enterprise standards; resolve complex multi-site issues
• Mentor and provide technical guidance and enterprise escalation support
• Design, implement, document, and continuously refine ITSM processes: incident, request, problem, change, knowledge management
• Analyze metrics/KPIs/customer satisfaction and incident trends; recommend improvements (process, tools, training, automation, self-service)
• Support enterprise customer support ITSM contracts and initiatives, including COR/ACOR duties, contractor performance monitoring, and status/risk reporting

Requirements

• U.S. citizenship
• Must successfully pass a background investigation
• Valid state-issued driver’s license
• FAC COR Level III certification (or training/experience to obtain and maintain)
• Specialized experience in senior enterprise IT customer-support and service management in a multi-site environment, including: service desk/end-user support, coordination with stakeholders/vendors, customer-support procedures/runbooks/knowledge/escalation, ITSM/ITIL for incident/request/problem/change/knowledge, metrics/dashboards/KPIs, and COR/ACOR/project or contract support when delegated
• Meet federal employment conditions (time-in-grade for current/federal GS employees)
• OGE 450 Confidential Financial Disclosure Report within 30 days and annually thereafter

Benefits

Federal employee benefits package; eligibility depends on position type and whether full-time, part-time, or intermittent.