Supervisor IT Customer Support Specialist - DIRECT HIRE AUTHORITY Job in Eglin AFB, FL

Vacancy No. AFTC-12681967-JW-FLYER Department Department of the Air Force - Agency Wide
Salary $88,621.00 to $137,000.00 Grade 3 to 3
Perm/Temp Permanent FT/PT Full-time
Open Date 1/31/2025 Close Date 2/10/2025
Job Link Apply Online Who may apply Public
Locations:
Eglin AFB, FL


Summary

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In this position you will serve as the IT Operations and Lifecycle Manager. Play a significant role in leading and supervising the IT team of technical experts in the planning, development, implementation, modernization, operation, and sustainment of the Eglin networks.

Duties

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  • Manages the day-to-day IT operations of a team of IT professionals, ensuring seamless support to over 400 customers across 4 squadrons
  • Exercises supervisory personnel management responsibilities for government civilian personnel
  • Serve as the IT Project and Lifecyle asset manager responsible for the procurement, sustainment, and disposal of NIPR/SIPR networks IT hardware and software assets
  • Set annual NIPR/SIPR tech refresh budgets for all 4 squadrons, performing technical analysis requirements and recommendations for new IT assets
  • Responsible for developing briefs and reports on IT budget, tech refresh statuses, and other IT related topics and presenting to executive/senior leadership
  • Oversees the COMPUSEC, COMSEC, and TEMPEST programs for the Range Group
  • Participates as a key advisor on special committees and projects designed to assess risks and study methods to enhance the security of IT systems throughout the organizations
  • Develops customer support procedures, standards, and performance metrics for the organizations serviced
  • Responsible for drafting and completing request for quotes, statements of work, form 9s etc. ensuring accuracy

Requirements

Conditions of Employment

  • U.S. Citizenship Required
  • Telework may be authorized.
  • Obtain and maintain Security clearance
  • Random drug testing may be required depending upon the position being filled.
  • Supervisory requirements may be required depending upon the position being filled.
  • For additional information on direct hire opportunities with the Air Force please go to https://afciviliancareers.com/find-a-job/
  • 8140 requirements are required at Intermediate Cyber DCWF Proficiency
  • DAWIA Certification required Life Cycle Logistics Foundational Level
  • Occasional travel no more than 25%.
  • Subject to Temporary Duty Assignment (TDY) by military or commercial aircraft approximately 10 days per year
  • This position has been designated as an Non-Critical Acquisition Position and is covered by the Acquisition Professional Development Program (APDP).
  • The selectee must meet, or be capable of achieving the APDP certification as designated on the position description within the defined grace period for that certification level after assignment.
  • This position also requires the employee to engage in acquisition continuous learning activities achieving 80 Continuous Learning points every 24 months.
  • The employee may be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays. Overtime and/or emergency overtime may be required.
  • This position includes information assurance (IA) work as a paramount duty requirement.
  • Per DoD 8570.01-M, the incumbent of this position must achieve and maintain the IAM Level I certification within six months of assignment of these duties.
  • A waiver of this six month requirement may be granted per DoD 8570.01-M, C3.2.4.2 or C3.2.4.3. Failure to receive the proper IA certification may result in removal from this position.
  • Recall to duty may be a requirement of this position.
  • This position MAY be eligible for a recruitment/relocation incentive. Specifics will be discussed with the Selecting Official.

Qualifications

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In order to qualify, you must meet the specialized experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Information Technology Management Series, here.

BASIC REQUIREMENT OR INDIVIDUAL OCCUPATIONAL REQUIREMENT:
Education: All academic degrees and coursework must be from accredited or pre-accredited institutions

Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate

GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
  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.

In addition to meeting the basic requirement above, to qualify for this position you must also meet the qualification requirements listed below:

SPECIALIZED EXPERIENCE: Applicants must have within 120 days of the closing of this announcement at least 1 year (52 weeks) of specialized experience at the next lower broadband NH-02, equivalent to the next lower grade GS-11 or equivalent in other pay systems. Specialized experience is IT-related experience demonstrating each of the following four competencies: Attention to Detail, Customer Service, Oral Communication, Problem Solving. Specialized experience includes experience planning, procuring, configuring, provisioning, troubleshooting, support to customers, and eventual disposing of relevant IT assets, as well as developing and managing budgets.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
  1. Expert knowledge of the principles, methods, and techniques of cyber, information technology (IT), or information management (IM) assessment, planning, management, monitoring, and evaluation as well as knowledge of the principles, methods, or tools for developing, scheduling, coordinating, managing cyber, IT, or IM projects and resources, monitoring and inspecting costs, work, and contractor performance. Ability to lead and manage information systems planning, development, implementation, operation, and maintenance as well as ability to make decisions or recommendations that significantly impact important agency cyber, IT, or IM policies or programs.
  2. Knowledge of concepts, practices, and leadership techniques used to identify, engage, influence and monitor relationships with individuals and groups connected to cyber, IT, or IM work/development efforts. Includes those who are actively involved, those who exert influence over the process and its results, and those who have a vested interest in the outcome. Ability to provide expert technical advice, guidance, and recommendations to management and other technical specialists on critical cyber, IT, or IM issues as well as ability to work effectively with customers to assess their requirements then provide information, expertise, and assistance to satisfy those needs
  3. Knowledge of information technology (IT) acquisition/procurement requirements
  4. Ability to communicate orally and in writing sufficiently and to fully coordinate activities with management officials, other IT Specialists, and IT users
Desired Skills:
  • 2 years of experience in developing/updating SharePoint
  • Experience with Microsoft PowerBI apps and development
  • 2 years of experience serving as a COMSEC Responsible Officer (CRO)

Additional information

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Disabled veteran leave is available to a Federal employee hired on/after 5 Nov 2016, who is a veteran with a service-connected disability rating of 30% or more. For more information, click here.

Paid Time Off:

  • 11 Federal Holidays off per year
  • Vacation time (Annual Leave) accumulates based on length of employment. Starts at 13 days (104 hours) per year and up to 26 days (208 hours) per year
  • 13 sick days per year (104 hours)

Retirement:
  • Pension: Federal Employees Retirement System (FERS)
  • 401K: Thrift Savings Plan (TSP) available with up to 5% agency matching

Health & Wellness:
  • Various Medical, Dental & Vision packages to choose from for entire family
  • Flexible Spending Account
  • Federal Long Term Care Insurance, and Life & Disability Insurance

Work/Life Balance:
  • Family and Medical Leave Act
  • Employee Assistance Program (EAP)
  • Flexible Work Arrangements (dependent on position)

Career Development:
  • Tuition Assistance & Professional Development opportunities
  • Career enhancement and promotion opportunities

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

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

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Required Documents

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If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

Ensure you click the READ MORE below to open the frame and then CLICK APPLY NOW to complete an application and upload resume (PDF or Word Doc) and/or additional documents (Transcripts, certifications, Vet Docs (DD214), SF-50).

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Equal Opportunity Employer. U.S. citizenship required. Must be of legal working age.

Agency contact information

Air Force Test Center Recruitment
Address
EHA DHA
550 C Street West
JBSA Randolph AFB, TX 78150
US
Learn more about this agency

Next steps

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