Duties
Working as a Service Desk Operations Group Leader for the Office of Information Systems Management (OISM), Customer Access and Support Division, your key responsibilities will include:
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Program & Operations Leadership: Formulate and direct the NIST Service Desk Operations program, delivering enterprise-wide IT support and incident management for a diverse scientific and administrative workforce.
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Strategic Integration & Governance: Coordinate with Department of Commerce counterparts to align local service desk strategies with agency-wide technology programs and cybersecurity mandates.
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Process Innovation & Problem Solving: Apply innovative methodologies to resolve complex, unprecedented technical issues while continually optimizing service delivery workflows.
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Executive Liaison & Project Advocacy: Negotiate and justify significant IT infrastructure projects, service-level objectives (SLOs), and resource needs with senior leadership.
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Supervisory & Team Management: Perform full supervisory duties-including work planning, task assignment, and performance evaluations-to drive team productivity and advance organizational goals.
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Agency-Wide Impact: Champion technology initiatives that directly enhance the operational productivity of the NIST scientific community.
Requirements
Conditions of employment
- U.S. citizenship
- Males born after 12-31-59 must be registered for Selective Service
- Suitable for Federal employment
- Bargaining Unit Position: No
- Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process.
Qualifications
Basic Requirements: 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.
Specialized Experience: Applicants must have one year (52 weeks) of specialized experience equivalent to at least the GS-12 level (ZP-III at NIST). Specialized experience is defined as:
- ITIL Service Desk Operations
- Enterprise Tools (ServiceNow, AD, IDAM)
- Process Optimization & KPI Tracking
- Knowledge Base & SOP Development
- Technical Supervision & Mentorship
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.
The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards
Handbook.
If requesting reconsideration of your qualification determination, please refer to the following site:
Applicant Reconsideration
Education
Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.
Additional information
This position is covered under NIST's Alternative Personnel Management System (APMS), a pay-for-performance system with excellent HR flexibilities to help NIST recruit and retain top talent. Learn more about the APMS here!
- We may share your application package with other selecting officials. Additional selections may be made through this vacancy.
- Click all links in this vacancy announcement to view additional information or instructions.
- You MUST select at least ONE ELIGIBILITY to be considered for this position.
- All documents submitted for this announcement must be legible to make qualification or eligibility determinations.
- A supervisory probationary period may be required.
- Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended.
NIST strives to build a flexible and encouraging work environment to bring out the best in our employees. To help our employees balance responsibilities at home and at work, NIST offers a variety of work-life flexibilities. For more information, please visit our Careers
website.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
lease prepare a resume that is no longer than two pages; only the first two pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended.
How you will be evaluated: You will be evaluated for this job based on how well you meet the qualifications above. Once the announcement has closed, a review of your resume and supporting documentation will be used to determine whether you meet the qualification requirements listed in this announcement. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.
Subject Matter Experts (SMEs) may be used to review your resume to determine your technical qualifications for this position based on the required specialized experience. SMEs will review ONLY two (2) pages of your resume. SMEs will not review additional information beyond your resume.
Applications will be assessed on the following competencies:
- Information Resources Strategy and Planning
- Leadership
- Strategic Thinking
Referral: All applicants may be referred to the selecting official for consideration. Under Direct Hire Authority, applicants are not rated and ranked, and veteran preference does not apply.
CTAP or ICTAP eligibility: If you are a displaced or surplus Federal employee eligible for the Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP), you must be determined eligible and rated as well-qualified to receive special selection priority. "Well Qualified" means that in addition to meeting the minimum qualification requirements and selective placement factor(s), if applicable, you must receive a score of 85 or higher. Please review the following site regarding required documents to support CTAP or ICTAP eligibility and additional information regarding this authority -
CTAP/ICTAP Eligibility
Required Documents
The documents required may vary based on how you're applying (i.e., as a veteran or disabled veteran, current or former Federal employee, etc.). Please review the Required Documents for this position to find out if there are any documents required with your application. Failure to submit required documents, based upon how you apply, may result in loss of consideration due to an incomplete application package.
A complete application includes: 1) A resume (not to exceed two pages), 2) vacancy question responses regarding technical qualifications, and 3) submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, or if the documents submitted are illegible you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Resume: All applicants must submit a resume by creating one in USAJOBS or uploading one of their choosing. Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended. Cover letters are optional. To receive any credit for relevant experience, please list the month/year and the number of hours worked for experience listed on your resume. We suggest you review the qualification requirements for this position as you may need to customize your resume to ensure that it supports the position qualifications. Please refer to the Resume Guidance on how to build an effective resume.