Information Specialist III

Job description

Resolution Think joint venture, Cognito Systems, is seeking an experienced Information Specialist III (Response Center Lead) to provide senior-level leadership supporting the U.S. Department of Justice, Office of Justice Programs (OJP) Response Center. The OJP Response Center assists external stakeholders with funding opportunity and grant application questions across phone and email channels, making responsive service delivery, operational oversight, and stakeholder coordination central to this role. This position serves as a lead for complex inquiry resolution, service quality, process consistency, and reporting functions. The ideal candidate brings strong customer service judgment, operational discipline, and the ability to work effectively with federal stakeholders in a high-visibility support environment. Key Responsibilities: - Serve as the lead point of contact for complex Tier 2 and Tier 3 inquiries received through multiple service channels, ensuring accurate, timely, and professional responses aligned with program requirements. - Oversee day-to-day response center operations and help maintain high standards for service quality, responsiveness, and issue resolution.​ - Mai...