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.
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.
Open to CTAP Employees Only. This announcement will NOT be used for changing duty locations. If selected, and not on an approved exemption, you will continue to report to your current duty location.
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).
Position Description Title/PD#: Supervisory Information Technology Specialist (SYSADMIN/CUSTSPT)/PD2022A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be expected to travel for this position 5% or less. Work Schedule: Monday - Friday; 8:00am - 4:30pm Compressed/Flexible: No Virtual: This is not a Virtual Position.
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.
Working Conditions: The work occurs in an office setting, that is environmentally controlled.
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
Open to Current, Permanent Department of Veteran Affairs, Office of Information Technology Employees Only. This announcement will NOT be used for changing duty locations. If selected, and not on an approved exemption, you will continue to report to your current duty location.
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.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Communications
Critical Thinking
Leadership
Technical Competence
Veteran and Customer Focus
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.
Cheating on an assessment may also result in your removal from consideration.
In order to be considered for this position, you must complete all required steps in the process.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
To apply for this position, you must submit a complete Application Package which includes one or more of the following documents. Please use this checklist to make sure you have included documents required for your application. You will not be contacted for additional information:
Resume which includes a list of all significant jobs held and duties performed, dates specified in month and year format, and the two-pageresume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience. If military or civilian, please include your rank and/or grade. Resumes longer than two pages will result in ineligibility for further consideration for the position.
Complete All Required Assessments (including USA Hire).
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former Federal employee
An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
If you are a former Federal employee who previously held a career or career-conditional position in the competitive service and separated from the Federal Government over a year ago and you are requesting non-competitive consideration you must submit a copy of your last SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration and a copy of your last Federal Performance appraisal with a rating of at least Fully Successful (or equivalent).
Documentation that you meet Selective Placement Factors, if applicable.
College transcripts, if qualifying based on education.
Veterans' Preference documentation, if applicable (e.g., DD-214 Member Copy 4 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.) Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active-duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
If your application is rated as well-qualified (score 85 or above) and you are claiming special priority selection rights under the Interagency/Career Transition Assistance Program (I/CTAP) submit:
a copy of your agency notice,
a copy of your most recent performance rating, and
a copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location.
Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.
Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 02/12/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12883745.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
DAS for Information Technology - 103
810 Vermont Ave. NW
Washington, DC 20240
US
Next steps
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must submit a complete Application Package which includes one or more of the following documents. Please use this checklist to make sure you have included documents required for your application. You will not be contacted for additional information:
Resume which includes a list of all significant jobs held and duties performed, dates specified in month and year format, and the two-pageresume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience. If military or civilian, please include your rank and/or grade. Resumes longer than two pages will result in ineligibility for further consideration for the position.
Complete All Required Assessments (including USA Hire).
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former Federal employee
An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
If you are a former Federal employee who previously held a career or career-conditional position in the competitive service and separated from the Federal Government over a year ago and you are requesting non-competitive consideration you must submit a copy of your last SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration and a copy of your last Federal Performance appraisal with a rating of at least Fully Successful (or equivalent).
Documentation that you meet Selective Placement Factors, if applicable.
College transcripts, if qualifying based on education.
Veterans' Preference documentation, if applicable (e.g., DD-214 Member Copy 4 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.) Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active-duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
If your application is rated as well-qualified (score 85 or above) and you are claiming special priority selection rights under the Interagency/Career Transition Assistance Program (I/CTAP) submit:
a copy of your agency notice,
a copy of your most recent performance rating, and
a copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location.
Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.
Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 02/12/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12883745.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
DAS for Information Technology - 103
810 Vermont Ave. NW
Washington, DC 20240
US
Next steps
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
