Supervisor, Technical Support

The Wireless Program Specialist serves as technical expert for all wireless telecommunications services supporting the Department of Energy (DOE) enterprise, including all DOE Headquarters and field site locations. This position manages all wireless lines, mobile device procurement, inventory, billing accounts, and carrier relationships across the DOE enterprise. The specialist supports a small team responsible for end-to-end wireless service delivery — from device procurement through carrier management, inventory tracking, and customer support. The position works in close coordination with the federal lead and program management.

 

Team Lead Responsibilities 

• Serve as the technical lead for a team of wireless specialists, providing day-to-day direction, task prioritization, and workload  
• Mentor and develop team members by sharing technical expertise and facilitating knowledge transfer amongst team members. 
• Conduct regular team check-ins and technical reviews to assess progress on assigned tasks, identify blockers, and ensure alignment with DOE mission priorities  
• Review and approve team-produced deliverables  
• Identify staffing needs, skill gaps, and training requirements within the team

Wireless Service Management & Order Fulfillment

• Serve as a wireless specialist for all wireless lines across DOE Headquarters and field sites, managing the full lifecycle of all wireless services and accounts.
• Procure mobile devices directly from carriers, processing purchases and coordinating fulfillment for DOE customers and field site personnel.
• Coordinate, pack, and ship mobile device orders to customers once equipment has been processed and recognized in the government database.
• Process and ship returned devices to vendors for credits; notify billing of all return transactions.
• Modify and update existing wireless lines per customer and organizational requests, including plan changes, disconnects, user updates, and transfers.
• Communicate with vendors regarding current, upcoming, and expiring promotions to pass cost savings to DOE customers.
• Work with vendors to analyze device support phase-out timelines and provide upgrade timelines to EITS customers.
• Manage pager support and acquisitions for organizations requiring one-way communications at secured locations.
• Populate and maintain the DAYS (DOE At Your Service) system with all DOE/government-approved devices, accessories, and services for the Agency service catalog.

Bulk Device Upgrade Program

• Lead and coordinate the upcoming bulk upgrade of approximately 5,000 mobile devices across the DOE enterprise.
• Develop and maintain upgrade timelines, track device eligibility, coordinate logistics with carriers and shipping, and report status to federal lead and program management.
• Coordinate with field sites to ensure devices are properly processed, shipped, and tracked throughout the upgrade cycle.

Inventory Management

• Manage all wireless device and line inventory for DOE Headquarters and field site locations.
• Record all MACD (Moves, Adds, Changes, Deletes) updates to the telecom inventory database within required SLA timelines.
• Coordinate with MA for tagging of all HQ devices received.
• Update plans and other modifications in Service Tracking for bulk recommended changes.
• Resolve inventory discrepancies identified by Agency billing systems.
• Support inventory audits, data calls, and Agency/government inquiries as required.

Billing & Account Management

• Manage all wireless carrier accounts on behalf of DOE, including account-level oversight, plan management, and issue resolution.
• Coordinate with Four Points on billing activities.
• Ensure billing notifications are submitted for all device returns and credits.

Education Requirements 

• Minimum of 6 years with High School Diploma.  

Required Qualifications 

• Must be a US Citizen 
• Must be able to obtain and maintain a Department of Energy (DOE) security clearance 
• Experience managing wireless services for large, geographically distributed organizations
• Experience procuring mobile devices directly from major carriers
• Experience managing large-scale device upgrade or refresh projects
• Proficiency with wireless carrier portals and account management platforms
• Experience managing carrier billing accounts and coordinating with third-party billing management teams
• Familiarity with federal procurement processes for mobile devices and wireless services
• Experience processing device returns, credits, and billing notifications with carriers
• Strong written and verbal communication skills

Preferred Qualifications 

• Experience supporting DOE or other federal agency wireless programs
• Familiarity with bulk wireless plan management and overage mitigation strategies
• Experience coordinating device asset tagging with property management teams

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$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.