Who may apply: Current, permanent DFAS employees in the competitive service, eligible DoD PPP Military Spouse preference applicants and current DFAS VRA employees. Position located in: Information & Technology Directorate, Infrastructure Services, ZTDC We may use this announcement to fill other similary positions within I&T Directorate. Applicants on Cleveland list may be considered for positions in Bratenahl.

Duties

Serves as Division Manager within Information and Technology, Infrastructure Services, Infrastructure Local Support. Manages the end-user support technical staff and administrative personnel responsible for lifecycle of end point devices to include deployment, administration, troubleshooting, and repairing in a physical and telework environment. Responsible for providing managerial leadership and guidance to a group of Information Technology Specialists and Project Managers in support of Infrastructure Local Support. Manages and implements special projects that have a significant impact on the delivery of end-user customer support services. Ensures the development of written end-user customer support policies, standard operating procedures, and standards are updated regularly and adhered to at all times when providing services and support to customers. Manages, develops, and executes employee performance expectations, resolves personnel conflicts, provide administrative guidance and approvals, and fosters a positive work environment.

Requirements

• Must be a U.S. Citizen or National
• Registered for Selective Service (males born after 12-31-1959)
• Suitable for Federal employment
• Time after Competitive Appointment: Candidates must have served 3 months after latest competitive appointment in the Federal service.
• 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.
• Time-in-Grade Requirement: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-13 or higher grade in Federal Service.
• Obtain/Maintain DoD-approved Cybersecurity Certification

Qualifications

Basic Requirement: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. Attention to Detail - experience reviewing my own information technology-related work or data and have been responsible for reviewing the work of others to ensure accuracy, completeness, and consistency with standards. Customer Service - developing and maintaining relationships with customers, anticipating and assessing the current and future information technology needs of customers, and developing or identifying information technology products or services that are tailored to meet customer needs. Oral Communication - briefing senior-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of complex technical information to a non-technical audience. Problem Solving - identifying alternatives to address unique, highly complex, or sensitive information technology-related issues. I have anticipated information technology-related problems and have identified and evaluated potential sources of information to generate alternative solutions. In Addition to the Basic Requirements Above: One year of specialized experience 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: Managing enterprise end-user customer support services, to include user management, installation, configuration mapping, troubleshooting, and providing technical guidance, implementation, installation, troubleshooting and operation of the end point devices (i.e. desktops and laptops); Direct management and support to maintaining Microsoft Windows operating systems and the Microsoft Office suite of products; installing and providing support for a Local Area Network (LAN), and Enterprise Local Area Network (ELAN) and devising or selecting methods to review, validate, or standardize problem resolutions in an enterprise environment; applying enterprise end-user hands-on customer support principles, concepts and methods to manage projects that impact the delivery of customer support services or Infrastructure projects. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

Education is not substitutable for specialized experience at the GS-12 grade level.

Contacts

• Address DFAS - INFO AND TECHNOLOGY DIR OFFICE 4800 Mark Center Drive Alexandria, VA 22350 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]