• Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas.
• Obtain high-level requirements associated with a request.
• Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees.
• Find ways to improve production or increase the quality of the work directed.
• Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements.
• Analyze and coordinate customer requests that enable the identification and delivery of IT services.
• Evaluate the feasibility of adapting new methods to enhance customer satisfaction.
• Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone and voicemail services.

Conditions of employment

• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
• Proof of U.S. Citizenship required.
• Direct deposit of pay is required.
• One year trial period may be required.
• Appointment subject to a suitability/fitness determination, as determined by a background investigation.
• One year supervisory probation period may be required.
• This position requires a Tier 3 (T3) investigation.
• This position requires you to submit a Public Financial Disclosure Report (OGE 278) or a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.
• You may be required to sign a transportation agreement.
• Applicants must obtain IAM (Information Assurance Management) Level 2 (Intermediate) certification within six months of selection.
• This position requires the incumbent to obtain and maintain a secret security clearance.
• Applicants must obtain ITIL (Information Technology Infrastructure Library) V4 certification within six months of selection.

Qualifications

Who May Apply: U.S. Citizens

In order to qualify, you must meet the experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Specialized Experience: One year of specialized experience which includes: Managing information technology customer support services for a global or geographically dispersed organization. Conducting analysis of information technology service delivery performance metrics and reporting on findings. Providing technical advice, guidance or recommendations to management and other technical specialists on critical information technology issues. Developing and implementing information technology service management (ITSM) best practices. Coordinating with various staff or experts to accomplish the management of information technology hardware or software. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-13).

This specialized experience includes, or was supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

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.

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 package(resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

This is a Direct Hire Solicitation for Cyber Workforce Position. Your resume will not be reviewed for qualifications until a selection is made.

The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc). Please review the following links to see which documents you need to provide to prove your eligibility to apply: Applicant Checklist External.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

1. Your resume:

• Your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration.
• For each relevant work experience, make sure you include the employer's name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position.
• Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what's in your resume.
• If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations, and you may not be considered for this vacancy.
• For additional information, to include formatting tips, see: What to include in your resume.

2. Other supporting documents:

• Cover Letter, optional
• Most recent Performance Appraisal, if applicable
• License or Certification: If this position requires a job-related licensure or certification, you MUST submit a copy of your license or certification with your application package or you will be rated ineligible. To determine if this position requires a job-related licensure or certification, please review the Qualifications section listed above.

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

Next steps