About this role
Job SummaryThis position is part of the Department of War (DoW), War Media Activity (WMA). The incumbent will be responsible for managing facilities and infrastructure. Working with leadership from other WMA components and directorates to ensure accountability and facility support for all personnel at the Tobyhanna, Pennsylvania location..
QualificationsYou may qualify at the GS-12, if you fulfill the following qualifications: A. One year of specialized experience equivalent to the GS-11 grade level in the Federal service: Serving as the enterprise-wide authority for agency customer contact processes, establishing business rules, quality assurance standards, and standard operating procedures within the agency enterprise Customer Services Management System (JIRA) tracking system to ensure consistent service delivery across multiple help desk platforms. Managing Defense Visual Information Distribution Service (DVIDS) operations, budgets, and interservice agreements (ISAs/MOUs), conducting quality assurance surveillance, and analyzing customer metrics to optimize operational resource allocation and strategic program development. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Major DutiesAs a Supervisory Customer Services Specialist at the GS-0301-12 some of your typical work assignments may include: Oversee customer service and quality control requirements for multimedia distribution. Supervises staff managing work assignments, evaluating performance, resolving grievances, and approving leave/timecards. Conducts complex data analysis on customer service queries, DVIDS content performance, and usage trends; plans and executes customer outreach surveys to optimize service delivery. Tracks monthly and quarterly expenditures, prepares annual budget estimates, and manages critical operational agreements including MOAs, MOUs, and ISAs. Senior troubleshooter and customer advocate, intervening to resolve highly complex customer complaints and coordinates cross-regional transactions. Site coordinator and security manager coordinating facility maintenance, security protocols, and operations.