IT Specialist (Customer Support)

Service Center Customer Support Lead

As the Service Center Customer Support Lead within the VIP & International Operations Branch (APS-310), you will operate in a high-visibility, mission-critical environment at the intersection of advanced technical execution and executive diplomacy. This role requires not only mastery of IT principles including hardware, data storage, networking, and software lifecycle management but also the judgment, discretion, and leadership necessary to support senior executives in a high-stakes federal environment where performance directly impacts mission outcomes.

Core Responsibilities

If selected for this position, your duties will include:

• Executive Technical Stewardship: Administer, develop, and support complex IT systems, hardware, software, and services for over 200 VIP and international users across 13 global FAA facilities. Ensure all systems and hardware are consistently reliable, secure, and optimized to support executive operations and mission-critical activities.
• Rapid Response & Executive Support: Provide prioritized, high-urgency technical troubleshooting and concierge-level support for Executive leadership. You are responsible for ensuring Senior Executives maintain uninterrupted access to fully functional and optimized hardware, firmware, and software required to perform time-sensitive, safety-critical work.
• Politically Sensitive Liaison: Serve as a primary point of contact for FAA leadership, exercising a high degree of discretion, judgment, and political awareness. You will manage sensitive communications and navigate the organizational dynamics of the Washington, DC headquarters to resolve complex issues and support priority initiatives.
• Technical Innovation Leadership: Lead efforts to identify, evaluate, and implement emerging technologies, including hardware and software solutions, that enhance executive support capabilities. You will collaborate with cross-functional FAA organizations to deliver modern, reliable IT solutions that improve operational effectiveness and responsiveness.
• Matrixed Team Oversight: Lead and coordinate a specialized technical workforce, including dedicated VIP support technicians and a matrixed staff of Service Desk professionals across multiple geographic locations. You are accountable for ensuring consistent, high-quality service delivery across hardware and software support that meets the rigorous standards of the APS-310 branch.