Technical Services Supervisor

Key Responsibilities

• Lead and manage a team of technical support staff, ensuring alignment with program technical objectives and contract deliverables.
• Provide mentorship, performance feedback, and professional development opportunities for team members.
• Oversee workload distribution to ensure proper resource allocation and timely task completion.
• Oversee the day-to-day operations of technical services provided to FDIC, ensuring efficiency and compliance with SLAs (Service Level Agreements).
• Manage support requests, incident responses, troubleshooting activities, and escalations.
• Implement and monitor service delivery frameworks to improve efficiency and outcomes.
• Serve as a direct point of contact for stakeholders for technical service issues, concerns, and feedback.
• Proactively address customer needs, resolve issues, and provide status updates to ensure client satisfaction.
• Ensure all services are delivered in compliance with program policies, procedures, security standards, and federal regulations.
• Develop, maintain, and update technical documentation, such as Standard Operating Procedures (SOPs), workflow diagrams, and service logs.
• Prepare and submit regular performance reports against key performance indicators (KPIs) and contract milestones.
• Identify opportunities for process optimization, system enhancements, and technology upgrades to better meet FDIC’s objectives.
• Collaborate with IT teams and external vendors for testing, deployment, and integration of new tools, systems, or applications.
• Act as a key escalation point for high-priority incidents and facilitate a rapid response to minimize downtime.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (equivalent work experience may be considered in lieu of a degree).
• At least 10+ years of experience in IT/technical support services, with a minimum of 2 years in a supervisory/management role.
• Strong understanding of IT service delivery models, especially in a federal agency or highly regulated environment, and working knowledge of FDIC programs or similar frameworks.
• Experience managing service-level agreements (SLAs), KPIs, and performance trackers.
• ITIL v4 Foundation Certification (preferred).
• Experience providing technical or IT services under government/military contracts.
• Knowledge of NIST guidelines, federal IT regulations, and cybersecurity frameworks.
• ITIL or other service management certification (e.g., ITIL Foundation, PMP, CISSP, or related certifications).
• Experience working with IT systems, tools, and software relevant to the FDIC environment (e.g., Microsoft Office 365, cloud platforms, ticketing and monitoring systems).
• Security Clearance Requirements: Must be able to obtain and maintain a Public Trust clearance. U.S. Citizenship is required.