The Systems Deployment and Support Office Information Technology Services Staff (SDSO-ITSS) provides all levels of local automation support for the remote SDSO offices located in San Antonio, TX and Phoenix AZ. This support includes local desktop administration, Judiciary application testing support, e-mail support, inventory management, local Linux and Windows server administration, voice and video administration, call center tools, configuration and administration (automated call distribution with skills based routing, ticketing system, remote desktop access, call center recording and workforce management tools) and network administration.

This position is located in San Antonio, TX, and works under the general supervision of the SDSO Office Chief. The incumbent must possess great customer service and interpersonal skills, be a tactful and diplomatic problem solver, be a great communicator, and possess the ability to analyze, understand and respond to users' needs in a rapidly changing business environment. The incumbent will interact with all levels of leadership and play a key role in ensuring the success of Information Technology Service Management (ITSM) processes.

Duties include, but are not limited to the following:

This position is an information technology leadership position within the Systems Deployment and Support Office (SDSO) as the Chief of the Information Technology Services Staff (ITSS). The ITSS provides all levels of local automation support for the SDSO and CTHO offices located in San Antonio, TX and remote office located in Phoenix, AZ. The incumbent in this position will report to the Deputy Chief of the Systems Deployment and Support Office.

This position demands strong leadership and superior customer-service, interpersonal, communication, collaboration, and problem-solving skills. The incumbent will work in a fast paced, 24x7 customer-focused environment where deliverables must be completed within the prescribed quality, timeframe, and funding parameters. This position will require the ability to communicate and interface with senior management officials. The incumbent will:

• Providing strategic leadership and management to local and remote offices to ensure the SDSO and Cloud Technology and Hosting Services (CTHO) staff have the IT resources they need to provide 24x7 customer support to the Judiciary;
• Serving as the primary customer service interface with SDSO and CTHO managers to ensure quality of service meets and/or exceeds agreed upon standards;
• Working collaboratively with Office Chiefs and Procurement Officer to develop, manage, and track local IT budget. This includes determining technical requirements, conducting market research, preparing purchase requests, drafting statements of work, gathering cost estimates, evaluating proposals, and monitoring the status of deliverables to ensure they meet established requirements;
• Providing leadership to approximately 15 geographically distributed staff (approximately 80% are contractual; 20% federal) and conducting the full range of managerial responsibilities including personnel actions, performance assessments, establishing work priorities to meet service level objectives or project schedules, and oversight of time and attendance;
• Providing status reports and service level performance metrics to senior management;
• Proposing, plan, document, and implement new project initiatives using ITIL and project management best practices;
• Developing ITSS controls, procedures, policies, and practices affecting the service and support to SDSO and CTHO customers; and
• Performing other duties as assigned.

Conditions of employment

• More than one selection may be made from this announcement.
• All non-Judiciary appointees must serve a one-year trial period.
• Selectee must favorably complete a background investigation.
• All requirements must be met by the closing date of this announcement.

CONDITIONS OF EMPLOYMENT:

1. All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
2. Selection for this position is contingent upon completion of OF-306, Declaration for Federal Employment during the pre-employment process and proof of U.S. citizenship or, for noncitizens, proof of authorization to work in the United States and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at http://ww.usajobs.gov/Help/working-in-government/non-citizens. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.
3. A background security investigation is required for all selectees. Appointment will be subject to a successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements may be grounds for appropriate personnel action. A background security reinvestigation or supplemental investigation may be required at a later time.
4. All new AO employees must identify a financial institution for direct deposit of pay before appointment.
5. You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment.
6. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.
7. Relocation expenses may be provided, but only if authorized by the Director of the AO.
8. The selectee of this position may be assigned to an official duty station outside the advertised area.

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions.

Basic Requirements: You must have Information Technology (IT) related experience which demonstrates proficiency in each of the following competencies:

• 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

Specialized Experience: Applicants must have at least one year of specialized experience which is in or directly related to the line of work of this position. Specialized experience must demonstrate ALL areas defined below:

(1) Providing strategic leadership and management for a 24x7x365 information technology department with staff that are geographically disbursed; AND

(2) Serving as the main point of contact for internal and external partners and customers of information technology services.

(Resume must show clear and convincing evidence of all areas of specialized experience.)

How you will be evaluated

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

We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.

You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.