About this role
Job Summary
This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Supervision/Management Work Category at the Senior Work Level within the CES Occupational Structure. It is located in the DISA - FE/Endpoint Svcs /Customer Spt Directorate.
Qualifications
In order to qualify for this position, you must meet the requirements described below. Basic
Requirements
Attention to Detail - experience reviewing my own information technology-related work or data and have been responsible for reviewing the work of others to ensure accuracy, completeness, and consistency with standards. Customer Service - developing and maintaining relationships with customers, anticipating and assessing the current and future information technology needs of customers, and developing or identifying information technology products or services that are tailored to meet customer needs.
Oral Communication - briefing senior-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of complex technical information to a non-technical audience. Problem Solving - identifying alternatives to address unique, highly complex, or sensitive information technology-related issues. I have anticipated information technology-related problems and have identified and evaluated potential sources of information to generate alternative solutions.
AND Qualifying Experience: To qualify at the GG-14, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Supervising or leading employees responsible for delivering IT customer-support services, including planning work, establishing priorities, assigning workloads, providing technical guidance, and resolving operational issues; Managing IT customer-support operations involving troubleshooting, incident or service-request resolution, customer assistance, training, or service-delivery improvement; Managing IT projects or IT capability portfolios by coordinating customer requirements, technical teams, resources, schedules, risks, and delivery of IT services or products; and Developing, implementing, or interpreting IT customer-support policies, procedures, or service-delivery strategies to resolve complex IT problems and improve organizational performance Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume.
All qualifications must be met within 30 days after the closing date of this announcement.
Major Duties
- Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
- Manages planning and delivery of enterprise customer-support services, including troubleshooting, customer assistance, training, and resolution of complex IT service requirements.
- Leads IT projects and portfolio activities; coordinates customer requirements, technical resources, schedules, risks, and service commitments to deliver mission capabilities.
- Develops, interprets, and implements customer-support policies, procedures, and service-delivery strategies to improve performance and ensure consistent IT support.
- Serves as a technical advisor on advanced IT customer-support issues; evaluates emerging technologies and resolves complex information-management and service-delivery problems.