The position(s) covered by this vacancy announcement is in the Department of Defense (DoD) Acquisition Workforce Personnel Demonstration Project (AcqDemo). For more information please see: AcqDemo This position is part of the Space Development Agency. The incumbent will be responsible for leading the execution of all SDA-utilized enterprise networks, systems, and services.

Duties

This position is being filled under AcqDemo Direct Hiring Authority (DHA) for non-acquisition positions involving 51% or more of time in direct support of acquisition positions within Business and Technical Management Professional Career path. As an IT PROGRAM MANAGER (CUSTOMER SUPPORT) at the NH-2210-3 level, some of your typical work assignments may include: Leading the execution of all SDA-utilized enterprise networks, systems, and services. Developing relationships and building agreements with service providers in order to quickly support the needs of SDA's mission. Managing and executing a response ticketing system and help desk, be the tier 1 and tier 2 support across the agency, provide technical support and customer service to SDA's users. Making recommendations on technical solutions to meet SDA's needs, respond to questions regarding procedures, collaborate with SDA's IT partners, and perform all other IT-related support for the agency.

Requirements

• Must be a U.S. Citizen
• Occasional Travel
• Work Schedule: Full-time
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Overtime: Occasionally
• Tour of Duty: Flexible
• Recruitment Incentives: May be Authorized
• Fair Labor Standards Act (FLSA): Exempt
• Financial Disclosure: Required
• Telework Eligibility: This position is telework eligible
• Employee must obtain/maintain a Special Sensitive (Top Secret SCI) security clearance

Qualifications

You may qualify at the NH-03 level, if you fulfill the following qualifications: One year of specialized experience equivalent to the NH-02/GS-11 grade level in the Federal service as listed below: Managing and executing a response ticketing system and help desk for IT related support; Providing IT technical support and customer service across an agency; Advising and making appropriate recommendations on technical solutions for information systems. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. In addition to meeting qualifications, your application package must reflect the applicable IT-related experience demonstrating each of the four competencies listed below: 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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Contacts

• Address Space Development Agency 3030 Defense Pentagon Washington, DC 20301 US
• Name: SDA Servicing Team
• Phone: 614-692-9434
• Email: [email protected]