Clarification from the agency

This position is being filled under Direct Hire Authority (DHA) and is open to all US Citizens.

• Oversees Office of Chief Information Officer (OCIO)s Service Desk and (Information Technology (IT) Asset Management teams.
• Responsible for collaborating with the Director DWS, OCIO leadership team and other applicable stakeholders to develop the technical direction for Service Desk and IT Asset Management.
• Provides advice to the DWS Director in the areas of service desk, call center, desk-side support, asset management, and service management related to digital workplace processes, personnel, and supportcontracts.
• Responsible for contributing to the development of technical strategies that align to OIG or OCIO goals and objectives.
• Responsible for managing strategic relationships with OIG customers, end-users as well as external partners (if applicable).
• Responsible for establishing and defining service level agreements (SLAs) for service offerings, as well as reviewing and negotiating or adjusting SLAs at times to meet specific customer needs.
• Responsible for working with OCIO teams to ensure the Service Desk and IT Asset Management teams supports the development and maintenance of OCIO service catalog(s) to best communicate services, costs, benefits, etc. to the OIG.
• Oversee teams that have key roles in IT Service Management (ITSM) processes to include Incident Management, Request Fulfillment, Change Management, and Asset Management.
• Oversees management of end user inquiries, incidents, and ensure problems are escalated to appropriate OCIO teams. Coordinates with OCIO teams to further investigate, diagnose problems, and ensure appropriate fixes or solutions are identified.
• Oversees the resolution of incidents and problems associated with DWS by coordinating with OCIO teams or vendors/contractors as necessary to diagnose problems, and identify appropriate fixes or solutions.
• Oversee deployment of end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Engage with the OIG customers as needed to manage expectations on IT service availability, usage, satisfaction, and derived benefits.
• Supports the communication of OCIO services and service value to the OIG, along with how OCIO operationally supports their goals and objectives. Collaborates with all other OCIO teams to ensure communication for rollouts and resolution of issues.

Conditions of employment

• Must be a U.S Citizen or National
• Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov).
• Suitable for federal employment
• Incumbent must obtain and maintain IAM Level II certification within 6 months of hire if not already obtained.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Incumbent is required to submit to urinalysis to screen for illegal drug use prior to appointment, and is subject to random drug testing for the duration of service with DoD OIG.
• Current DoD civilian employees are not required to submit to drug testing if moving from one Testing Designated Position (TDP) to another with no break in service, unless deemed appropriate on a case-by-case basis.
• The ability to obtain and maintain IAM Level II certification within 6 months of hire if not already obtained.
• The incumbent must adhere to the DoD Standards of Conduct.

Qualifications

GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below.

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.

One year (52 weeks) of specialized experience or equivalent in level of difficulty and responsibility to that of the next lower grade (GS-13) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Demonstrated experience performing duties in managing digital workplace operations to include service desk, asset management and ITSM. Managing personnel to include recruitment, hiring, performance, and awards; planning and directing customer service programs; ensure IT services are delivered in accordance with agreed business requirements in conjunction with customers and stakeholders; monitoring Service Level Agreements (SLA) and validating with customers that the service agreement meets the mission of the organization; and expert communicator, both verbal and written, and able to prepare and brief professional quality presentations.

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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience.

Only experience and/or education obtained by the closing date of this announcement will be considered.

How you will be evaluated

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

Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job.

The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the competencies required for this position. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position.

Please follow all instructions carefully. Errors or omissions may affect your rating.

All qualified candidates will be evaluated on the following competencies:

• Communication
• Customer Service
• Information Technology Policy and Planning
• Information Technology Program Management
• IT Infrastructure Management
• Leadership
• Problem Solving

You can preview the Assessment Questionnaire here:https://apply.usastaffing.gov/ViewQuestionnaire/12034362