Supervisory Information Technology Specialist (Customer Support)

Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas. Obtain high-level requirements associated with a request. Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees. Find ways to improve production or increase the quality of the work directed. Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements. Analyze and coordinate customer requests that enable the identification and delivery of IT services. Evaluate the feasibility of adapting new methods to enhance customer satisfaction. Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone and voicemail services.