Clarification from the agency

All US Citizens

As Branch Chief for End User Services, you will report to the Assistant Director of Customer Service and serve as a key operational leader within OIT responsible for the day-to-day management of the SEC's Service Desk and related support functions.

In this role as a Supervisory IT Specialist - End User Services, you will be responsible for:

• Leading End User Services operations spanning the centralized Service Desk, nationwide Field Services/Dispatch, and integrated customer support programs, supervising a geographically distributed organization supporting a very large number of users.
• Owning ITSM process excellence across Major Incident, Problem, Change, Asset, and Configuration Management; integrating platform capabilities (e.g., ServiceNow, BMC Remedy) with automation, analytics, and digital self-service channels. Monitoring Help Desk Institute/IT Infrastructure Library (HDI/ITIL) aligned metrics and Service Level Agreements (SLAs)-e.g., First Contact Resolution, Mean Time to Resolution, and Customer Satisfaction. Analyze trends, tracking and remediating security-related tickets, and driving proactive service improvements, and reducing repeat incidents.
• Serving as the executive escalation authority for customer support performance and SLA compliance, coordinating with infrastructure, cybersecurity, applications, and vendor/managed-service partners ensuring timely resolution of complex or high-impact issues. Conducting regular customer satisfaction surveys and feedback loops; embedding responsiveness, accountability, and professionalism in every support interaction to strengthen user trust in IT services.
• Overseeing service desk intake of cybersecurity incidents, ensuring proper categorization, prioritization, and escalation, and coordinating with OIT's Security Operations Center (SOC) for ticket handoff and tracking.
• Providing security governance, compliance support, and identity and access management best practices ensuring the Customer Service Branch complies with FISMA and SEC-specific security policies, supporting implementation of security controls, participating in audits, and coordinating with Office of Information Technology (OIT) Security on control assessments and remediation tracking.
• Promoting Security Awareness and User Engagement by identifying trends in user behavior that indicate training gaps. Ensuring the proper handling of Personally Identifiable Information (PII) and Non-Public Information (NPI) in service desk interactions. Ensuring end-user services staff complete annual security and privacy training.
• Governing managed-service portfolios and contracts and leading vendor oversight, financial stewardship, and cost-optimization initiatives aligning service delivery outcomes with mission needs.
• Ensuring contractors supporting customer service comply with agency cybersecurity requirements. Driving data-driven modernization of digital support channels (self-service, RPA, virtual agents), demonstrating measurable outcomes (e.g., contact volume reduction and improved customer satisfaction) through analytics and continuous improvement.
• As a first-line supervisor, planning, assigning, and reviewing subordinates' work. Initiating requests for filling vacancies or hiring additional personnel and selecting/participating in the selection of new employees. Initiating personnel or position actions; developing/participating in the development of work performance standards; observing and evaluating employee performance; identifying training needs and assuring that training is given; evaluating training; and supporting self-improvement efforts.
• Providing advice and counsel to employees related to work administrative matters. Resolving informal complaints and grievances and maintaining employee management relations. Assisting employees in improving performance and keeping them informed of policies, procedures, and other management programs and goals and promoting teamwork.

Conditions of employment

• CITZENSHIP: You must be a US Citizen.
• SELECTIVE SERVICE: Males born after 12/31/59 must be registered or exempt from Selective Service (see https://www.sss.gov/).
• SECURITY CLEARANCE: Entrance on duty is contingent upon completion of a pre-employment security investigation. Favorable results on a Background Investigation may be a condition of employment or selection to another position.
• PERMANENT CHANGE OF STATION (PCS): Moving/Relocation expenses are not authorized.
• DIRECT DEPOSIT: All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing.
• SUPERVISORY PROBATIONARY PERIOD: This appointment may require completion of a two year supervisory/managerial probationary period.
• The duties of this position may require the incumbent to carry a cell phone and be on call 24 hours a day, seven days a week on a rotational basis, based on the needs of the organization.

Qualifications

Applicants are responsible for confirming all required materials are submitted by the closing date of the announcement. Please check the How You Will Be Evaluated and Required Documents sections carefully, as missing documents will render the application incomplete and ineligible for review.

Qualifying experience may be obtained in the private or public sector. 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. All qualification requirements must be met by the closing date of this announcement.

BASIC REQUIREMENT: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

MINIMUM QUALIFICATION REQUIREMENT: In addition to meeting the basic requirement, applicants must also meet the minimum qualification requirement below.

SK-15: Applicant must have at least one year of specialized experience equivalent to the GS/SK-13 level:

1. Leading End User Services operations, ITSM processes, ITIL best practice implementations, and service desk metrics; AND
2. Overseeing service desk intake of cybersecurity incidents in compliance with FISMA and specific security policies to ensure identity management and assurance best practices; AND
3. Governing contracts and vendor oversight including vendor compliance with cybersecurity requirements.

ACCOMPLISHMENT RECORD COMPETENCIES: Your Accomplishment Record narratives should address the following competencies. See the How You Will Be Evaluated section below for more information:

• Customer Support: Uses methods, techniques, and tools to provide and continually improve the delivery of IT products and services.
• Information Systems/Network Security: Implements and uses methods, tools, and procedures, including the development of information security plans and standards, to prevent information systems vulnerabilities and provide or restore privacy and security of applications, information systems, and/or network services.
• Contract Management: Uses contract management techniques to oversee the work of contractors and to ensure the timely delivery of products, documents, and deliverables.
• Developing and Managing Others: Ability to recruit, develop and manage the workforce to meet organizational goals, with little or no guidance.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated for this job based on how well you meet the qualifications above.

This position is being advertised through the Office of Personnel Management's (OPM) Delegated Direct-Hire Authority (5 U.S.C. Section 3304 and 5 CFR Part 337, Subpart B) and is open to All U.S. Citizens. Under this authority, competitive rating, ranking and veterans' preference procedures do not apply.

Your qualifications will be assessed through a two-step screening process:

1. Minimum Qualifications Review
2. Accomplishment Record Review

If you are found minimally qualified through the minimum qualifications review, a rating panel will review your resume and Accomplishment Record narratives. Accomplishment Record narratives should clearly demonstrate your proficiency in the competencies listed in the Qualifications section. Submitting a Performance Appraisal does not fulfill the requirement for an Accomplishment Record. Click here for help with writing your Accomplishment Record.

Your resume must provide evidence that supports the claims made in your Accomplishment Record narratives; both documents must effectively showcase your qualifications. Each competency narrative should detail one specific, relevant example from your training or experience. Please limit each response to a maximum of 300 words, as any text beyond this limit will not be considered during the evaluation. You will upload one document with your narrative responses addressing each of the competencies. Your responses must be in the below format:

Competency Title

• Position title and dates from your resume that this experience was obtained
• Describe the situation (i.e., the challenged faced, the problem solved)
• Describe the specific actions you took
• State the outcome, results, or long-term impact of your accomplishment
• Name and email address of someone who can verify this information

Basis for Rating: The rating panel will evaluate applicants' accomplishment records and resume, and then place them into one of the following categories:

• Pass - Meets the minimum qualification requirements and has at least a moderate amount of skills and experience in most of the job related competencies.
• Fail - Meets the minimum qualification requirements, but has only limited experience in several of the job related competencies.

Passing applicants will be referred to the hiring office for further review and consideration. The hiring office may directly contact recommended candidates for interview(s).

To preview the Questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12946762

You must provide a complete Application Package, which includes:

• Required: Your responses to the Questionnaire.
• Required: Resume - Resumes should include relevant work experience, with specific employment dates, that demonstrates qualifications for the specialized experience and competencies as outlined above. If your resume does not reflect demonstrated evidence of these qualifications, you may not receive consideration for the position. Resumes that exceed two pages will be deemed ineligible and receive no further consideration. For resume writing tips, visit USAJOBS and the SEC careers page.
• Required: Accomplishment Record - Accomplishment Record -The Accomplishment Record is a set of narrative responses that demonstrate your proficiency in the competencies listed. These narratives support your resume by providing specific examples from your training or experience. For each competency, you must provide a 300 word or less written narrative (text only) describing one example of competency-related experience. Text beyond this limit will not be considered. This document must be uploaded to the application under Accomplishment Record. An accomplishment record submitted outside the USA Staffing system will not be accepted. Failure to provide the Accomplishment Record in the correct format will result in an ineligible rating.
• Required, if applicable: CTAP/ICTAP documentation (a copy of a separation notice or other proof of eligibility for priority selection; a copy of an SF-50, Notification of Personnel Action, showing current position, grade, promotion potential, and duty location; AND a copy of your most recent performance appraisal.)

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