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Supervisory IT Specialist (Customer Support)

The purpose of the position is to serve as a Supervisor IT Specialist for the customer support staff and report directly to the Facility Chief Information Officer (FCIO) for the Office of Information and Technology (OI&T)/VA Region 2.
The incumbent performs the duties and responsibilities of a section supervisor that is responsible for the planning, developing, implementing, maintaining, and providing technical and operational and maintenance support for CTVHCS and overseeing the supervision and day-to-day operations of the OI&T section such as voice and data infrastructure systems, including all computer, network and telecommunication hardware and software.
The primary responsibility is the management of administrative Information Technology (IT) resources activities at the Medical Center, including:
o Providing technical and operational control, as well as supervisory responsibility, over technical personnel;o Coordinating incident resolution and problem management at the lowest level possible;o Providing guidance and direction to IT staff in maintaining excellence in customer service;o Translating strategic plans and mission objectives into vision and guidance for OI&T staff;o Standardizing IT infrastructure operations to gain compatibility, interoperability and resource savings;o Developing and executing projects designed to create business value and meet organizational needs;o Applying proven management principles, in addition to functional IT expertise, in the delivery of services;o Facilitating and leading the facility in identifying IT requirements;o Participating in negotiations between OI&T and other Business Lines for unique service requirements;o Defining, executing and enforcing national and regional information management policies and standards;o Providing input to the Network, Region and other Facility colleagues in structuring, implementing and monitoring safeguards to maintain the security and confidentiality of VA information;o Identifying and resolving root causes of problems and submitting corrective action recommendations to problems outside the facility's ability to resolve;o Developing performance improvements in cost structure, workforce, quality management;o Working in coordination with management to improve the overall infrastructure and identifies and executes IT efficiencies;o Participating in executive level decision making and recommends ways IT can contribute to organizational success.
NOTE:
FIRST TIME SUPERVISOR IN THE VA MUST SERVE A ONE YEAR PROBATIONARY PERIOD.
Work Schedule:
Monday through Friday, 8:
00 am to 4:
30 pm.
Position Description Title/PD#:
Supervisory, IT Specialist (Customer Support)/141540 This is a non-bargaining unit position.


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