Supervisory IT Specialist (Customer Support)
Company
Department of Labor - Office of the Assistant Secretary for Administration and Management
Location
Washington, District of Columbia Washington, District of Columbia
Type
Full Time
Job Description
Summary
This position serves at a Supervisory Information Technology Specialist in the Office of the Chief Information Officer (OCIO) Information Technology Operations and Services (ITOS), Enterprise Service Desk (ESD) Branch, and performs a variety of supervisory duties in support of the Enterprise Service Desk.
To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO
This position is outside the bargaining unit.
Requirements
Conditions of Employment
- Must be at least 16 years old.
- Must be a U.S. Citizen.
- Candidate required to obtain the necessary security/investigation level.
- Requires a probationary period if the requirement has not been met.
- Subject to financial disclosure requirements.
- Requires a supervisory probationary period if the requirement has not been met.
Qualifications
Applicants must have IT-related experience demonstrating each of the four competencies listed below:
- Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
- 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.
- 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.
- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
AND
Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-14, in the Federal Service.
Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled.
- Experience with daily operations and performance monitoring of an enterprise information technology (IT) service desk supporting 10,000+ end users.
- Experience implementing industry best practices and technologies for incident management, request fulfillment, problem management, knowledge management, self-service, and continuous improvements.
- Experience managing a virtual contact center, and walk-in locations where customers receive in person quality IT support.
- Proficiency managing and delivering enterprise-class customer support services, customer experience, and service level management.
- Experience overseeing professional services labor contracts.
Education
This job does not have an education qualification requirement.
Additional information
This position is being filled through the Direct Hire Authority. Traditional rating and ranking of applications do NOT apply. The Veteran's preference does not apply.
You may not be aware, but in the regulations for agency ethics programs, there are requirements for supervisors. Section 2638.103 of Title 5 of the CFR states: Every supervisor in the executive branch has a heightened personal responsibility for advancing government ethics. It is imperative that supervisors serve as models of ethical behavior for subordinates. Supervisors have a responsibility to help ensure that subordinates are aware of their ethical obligations under the Standards of Conduct and that subordinates know how to contact agency ethics officials. Supervisors are also responsible for working with agency ethics officials to help resolve conflicts of interest and enforce government ethics laws and regulations, including those requiring certain employees to file financial disclosure reports. In addition, supervisors are responsible, when requested, for assisting agency ethics officials in evaluating potential conflicts of interest and identifying positions subject to financial disclosure requirements.
Supervisory Financial Disclosure: This position is subject to the confidential financial disclosure requirements of the Ethics in Government Act of 1978 (P.L. 95-521). Therefore, if selected, you will be required to complete a Confidential Financial Disclosure Report (OGE Form 450) to determine if a conflict or an appearance of a conflict exists between your financial interest(s) and your prospective position with DOL. This information will be required annually.
DOL seeks to attract and retain a high-performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility, and fairness so that all individuals can participate and contribute to their full potential.
Refer to these links for more information: GENERAL INFORMATION, REASONABLE ACCOMMODATION, ADDITIONAL DOCUMENTATION, FORMER FEDERAL EMPLOYEES
As a condition of employment, all personnel must undergo a background investigation for access to DOL facilities, systems, information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION
Click here for Telework Position Information
| Based on agency needs, additional positions may be filled using this vacancy. |
The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Click here for Additional Information.
The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA, you may file a complaint of the alleged violation following our agency's complaint process Guidelines for Reporting Violations of the Fair Chance Act.
Note: The FCA does not apply to some positions specified under the Act, such as law enforcement or national security positions.
Date Posted
07/12/2024
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1
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