Supervisor, Technical Support

The Wireline & Government Emergency Telecommunications Service (GETS)/Wireless Priority Service (WPS) Program Lead serves as the primary subject matter expert for all Department of Energy (DOE) wireline telecommunications services and the DOE GETS, WPS, and Telecommunications Service Priority (TSP) programs. This position supports approximately 150 DOE Headquarters, national laboratories, and field site customer organizations across the enterprise, delivering voice, data, and conferencing services. The engineer operates under the direction of the Federal Lead and works in close coordination with the CO/COR/MA/IM-13 team to manage the full lifecycle of wireline and GETS/WPS service orders. The ideal candidate brings 20+ years of federal telecommunications engineering experience, including deep expertise in GSA contract vehicles (Networx, EIS, DAR), LEC/CLEC coordination, TDM-to-IP migration, and Starlink satellite service integration.

Team Lead Responsibilities 

• Serve as the technical lead for a team of three wireline 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

Wireline Services & Order Management

• Serve as the team lead for all DOE wireline telecommunications services, engineering, validating, and documenting service configurations across multiple GSA contract vehicles.
• Manage wireline voice and data services across 150 DOE Headquarters, national laboratories, and field site customer organizations, including dedicated voice carriers and combined voice and data service lines.
• Manage and maintain the entire HQ phone number block, including Local Number Portability (LNP) and hot cut coordination, ensuring accurate assignment, tracking, and lifecycle management.
• Receive and process service order requests via the DAYS (DOE At Your Service) system or directly from customers.
• Submit ITPOC-approved draft orders to the IM-12/IM-13 team for processing; monitor and record order status throughout the full order lifecycle.
• Initiate and manage escalations for at-risk orders across all DOE customer organizations, coordinating with LECs/CLECs to resolve provisioning delays and FOC date slippage.
• Solicit customer requirements for any incoming orders and coordinate submission to the TVT team for fulfillment.
• Coordinate with LECs/CLECs on circuit engineering, LNP, hot cuts, and all MACD implementations.
• Submit and track ASRs (Access Service Requests) with LECs/CLECs; monitor FOC dates and escalate delays as needed.

GETS/WPS Program Management

• Serve as the primary DOE administrator for the DHS GETS, WPS, and TSP programs, ensuring all DOE Executive staff, first responders, ERG members, and COOP support members remain in compliance with DHS directives.
• Perform monthly validation of GETS/WPS service records against DOE enrollment data to ensure accuracy and compliance.
• Order, track, and manage all GETS/WPS devices for eligible DOE personnel.
• Communicate with vendors regarding current, upcoming, and expiring GETS/WPS promotions and device support timelines.
• Analyze device phase-out schedules with vendors and provide upgrade timelines to EITS customers.
• Maintain compliance records for all enrolled GETS/WPS and TSP participants across the DOE enterprise.

Inventory & Database Management

• Maintain the DOE GSA telecom inventory, accurately accounting for all OCIO-managed wireline services and resolving discrepancies identified by Agency billing systems.
• Record all MACD (Moves, Adds, Changes, Deletes) updates to the telecom inventory database within required timelines.
• Capture and record all documentation related to order requests in the Agency's telecom inventory database.
• Maintain and update the DAYS system with all DOE/government-approved wireline devices, accessories, and services for the Agency service catalog.
• Support inventory audits, data calls, and Agency/government inquiries as required.
• Support capacity planning and database integrity for wireline circuit infrastructure.

Stakeholder Coordination

• Work directly with the CO/COR/MA/IM-13 team on all wireline and GETS/WPS matters.
• Coordinate with the TVT team for order submission and fulfillment tracking.
• Liaise with vendors, carriers, and internal DOE stakeholders to resolve service issues and manage escalations.

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 
• Demonstrated knowledge of wireline voice and data services, including carrier management, circuit ordering, and data service management.
• Working knowledge of the DHS GETS and WPS programs, including device ordering, enrollment management, and compliance requirements.
• Proficiency with inventory and ordering systems.
• Demonstrated ability to work effectively with federal leads in a fast-paced, multi-stakeholder environment.

Preferred Qualifications 

• Experience managing large-scale phone number blocks (HQ-level or enterprise-level).
• Familiarity with conferencing services and emerging technologies such as Starlink.
• Experience supporting DOE or other federal agency telecom programs at scale (1M+ services).
• Knowledge of MACD processes and telecom inventory database management.

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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.