Supervisory Information Technology Management (Customer Support)

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants applying for the GS-15 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail – experience completing tasks thoroughly, working efficiently, and producing quality work, including organizing time and resources proficiently. Also, will analyze, evaluate, and implement improvements to On-Site Services policies, programs and projects. Customer Service – experience developing and maintaining relationships with stakeholders, assessing current information technology experiences for customers and creating innovative ways to improve interactions, and identify services and process improvements to meet customer needs. Oral Communication – experience briefing senior and mid-level management on On-Site Service priority programs or projects. Liaising with executives and technical experts and coordinating resolutions among teams in the office and across the bureau. Must write clearly and succinctly, and present ideas and convey key elements in an organized way. Problem Solving – experience applying critical thinking and analytical skills to identify and analyze solutions to information technology and customer service and experience related issues. Will motivate others to demonstrate knowledge and utilize skills in ideation. AND Have at least 1 full year of specialized experience equivalent to the GS-14 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience identifying, analyzing, and recommending solutions to improve customer service and experience with the division that aligns with Department and bureau goals and objectives; Experience leading, planning, and implementing solutions to a broad range of technical issues to ensure the full scope of support services are provided; Experience providing leadership and direction to senior level IT Specialists and contractor personnel with consideration to enhancing the customer experience and providing excellent customer service; and Experience providing expert technical guidance and assistance to client Bureaus and Offices. NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-15 position. In addition, applicant’s experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to “see the job through.”
The position is located in the U.S. Department of State (DOS), Bureau of Diplomatic Technology (DT), Deputy CIO for Enterprise Services (ES), Customer Care and Support Office (CCS), On-Site Service (OS) Division. The position functions as the Division Chief of the On-Site Service Division.