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    Duties

    Summary

    The Headquarters Information Technology and Communications Division (HQ ITCD), IT Operations Branch seeks a highly skilled individual to serve as the Headquarters IT Customer Support Manager.

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    Responsibilities

    • Serves as NASA HQ IT Property Life Cycle Manager/IT Asset Manager.
    • Consults with supervisors and managers to identify problems and/or discrepancies pertinent to the accountability of property.
    • Conducts required assessments and formulate corrective actions; periodically evaluate and analyze the property management system and identify functional deficiencies and determine the required improvements.
    • Prepares required accountability and property management records and reports.
    • Manages HQ IT Loaner Pool support services.
    • Documents and provides feedback on trends associated with customer support, including viable recommendations for improvement.
    • Participates in HQ and Agency working groups to ensure effective and efficient management of IT products and services.
    • Works with network specialists, application developers, system administrators and security specialists to prevent recurring problems.
    • Ensures accurate and timely acquisition and renewals of HQ software and hardware licenses service and maintenance agreement.
    • Manages HQ approvals and delivery of operational messaging and directory services and remote access functionalities.
    • Performs invoice validation for HQ IT products and services and develop justification documentation to support billing/cost adjustments.
    • Performs HQ customer service responsibilities, which includes assisting customers with the acquisition of quality IT product and services; and resolving customer related technical software and hardware problems.
    • Performs contract and task order management activities. Assists in developing duties and responsibilities to be supported through HQ contract vehicles.
    • Serves as a HQ Technical Monitor for customer support services performed through the HQ IT Services and Support Contract.
    • Plays a key role in the development and review of policies, guidelines, procedures, and standards for the planning, development, integration, implementation, and evaluation of information technology (IT) systems and services.

    Travel Required

    25% or less - Travel may be required for training or other work-related duties

    Supervisory status

    No

    Promotion Potential

    14

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/564733400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.