Clarification from the agency

This announcement is open to current AO employees only.

The incumbent is responsible for oversight and management of network infrastructure and local area network (LAN) support services with the focus on development, implementation, and management of end-user technology services. The division has adopted the IT Infrastructure Library (ITIL) and continues to mature its IT service management program via a continuous service improvement approach.

The ideal candidate for this position will have proven experience supervising, directing, and leading a diverse team of IT professionals, while focusing on integrated LAN management and network operations. The candidate will possess strong interpersonal and technical skills, the ability to work efficiently and collaboratively with highly technical peers, and the capability to manage workload among changing priorities.

Duties of the position include, but are not limited to:

1. Managing network operations and IT infrastructure assets which support end-user technology services, including access management, integrated LAN management, and network operations. The systems support of a wide range of IT services, including access management, endpoint hardware and software, file, meeting, messaging, network, print, remote access, VoIP, backup, and other services in the IT service management catalog.
2. Supervising a staff with wide-ranging technical skills in the overall work and resources of the division, including planning, scheduling and assigning work; accepting, amending or rejecting completed work; assuring that production and accuracy requirements are met; preparing performance plans and evaluations; approving leave and training requests; and effecting minor disciplinary measures if necessary. Duties further include building a high-performance team within the division through mentoring, establishing goals for performance and growth, and operational performance monitoring; and performing all supervisory duties following equal employment opportunity principles.
3. Providing Tier 2 and Tier 3 layers of end-user and system support, including problem reporting, resolution tracking and reporting.
4. Overseeing the division's change management practice, processes and procedures.
5. Continuing to mature the division's IT service management program (ITSM) by continually monitoring the successes and failures of ITSM processes and overseeing a continuous service improvement program.
6. Participating in the Information Technology Users' Group which provides a forum for addressing IT topics of interest to other AO departments.
7. Providing planning, budgeting, acquisition, management, operational support and maintaining infrastructure related hardware, software and services. Developing strategic and tactical plans to achieving long-range objectives supported by Key Performance Indexes (KPI). Reporting on IT activities involving planning, testing, piloting, and implementation of information systems for the AO. Proposing division expenditures for IT equipment, human resources, training, travel, conferences, and other major activities.
8. Providing leadership in developing recommendations for AO initiatives, including technical solutions, AO-wide application and infrastructure policies, and standards for submission to the AO Technology Steering Group.
9. Managing the updating, enforcement and execution of AO policies relating to the management and delivery of AOTO program services.
10. Driving innovation, improvement, and automation across the infrastructure and operational services for increased efficiency of service delivery.
11. Performing functional role in managing and/or approving project management activities, including multiple projects, some large or complex, through a systems development life cycle from project initiation, through requirements, design and development, testing, implementation, maintenance, and retirement, using a standard methodology. Monitoring functional project area to ensure key milestones are completed on schedule and within budget.
12. Facilitating effective recruitments, process development, performance planning, and contractor onboarding to ensure qualified professionals and high-performance teams support IT network operations and LAN support service functions. Developing and maintaining a sound plan of organization, which includes implementing procedures that ensure timely performance evaluation, adequate management development, and succession planning.

Conditions of employment

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 of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of 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. All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.
4. New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/.
5. All new AO employees are required to identify a financial institution for direct deposit of pay before appointment.
6. 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.
7. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.

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.

Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience supervising, directing, developing, and leading a team of IT professionals at all levels with varying skill sets, including contractor support, while focusing on consistent management of LAN support services and network operations.

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.