This position is in the Department of Defense (DoD) Office of the Inspector General (OIG), Office of the Chief Information Officer (OCIO), Digital Workplace Services (DWS) Directorate. The incumbent is an IT Specialist and expert in the field of Information Technology Customer Support and Service Desk Management. They ensure that the DoD OIG enterprise receives the best information technology support, service, and experience to enable them to perform their mission, responsibilities, and duties.

Duties

Responsible for collaborating with the Division Chief, Customer Support Division and other OCIO leadership to develop, establish, and implement the strategic direction for the Service Desk. Supports the Division Chief, Service Desk, and IT Asset Management teams in identifying technical strategies or opportunities for improvement for the Service Desk that align to OIG or OCIO goals and objectives. Responsible for maintaining knowledge of Service Desk, IT Service Management, and Customer Experience best practices, to develop and drive a customer-focused and continuous improvement culture within the organization. Supports the development and maintenance of OCIO service catalog(s) to best communicate services, costs, benefits, etc. to the OIG. Interface and establishes professional relationships with the OIG customers as appropriate, to manage expectations, customer experience, and overall customer satisfaction. Track, monitor, report, and guide development, management, measurement, and reporting on key service-level metrics, including average response time, first-contact-resolution rate, mean time to repair, call avoidance, and end-user productivity. Plans and manages specific programs and projects within the Service Desk portfolio according to established guidelines, Service Level Agreements (SLA). Responsible for supporting any assigned OCIO Project or Program Managers and project stakeholders for all aspects of Service Desk project delivery and ensures stakeholders and assigned personnel are engaged throughout efforts. Manages responses to end user inquiries, incidents, and ensures problems are escalated to appropriate teams; coordinates with teams as necessary to further investigate incidents, diagnose problems, and ensure fixes or solutions are identified. Partners with Cybersecurity to ensure Service Desk and IT Asset Management technology tool security baselines are met, and security risks, vulnerabilities, or improvements are implemented throughout the full security and risk management lifecycle. Ensures Frequently Asked Questions, Knowledge Base, and relevant Standard Operating Procedures (SOPs) are maintained, regularly updated, and new topics are communicated to users. Supports the Division Chief, Service Desk, and IT Asset Management in their role as the primary liaison for Service Desk in working with and collaborating with appropriate personnel for sourcing, procurement, and vendor management activities.

Requirements

• Must be a U.S Citizen
• Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov).
• Suitable for federal employment
• 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.
• Position has been designated as Special Sensitive. Incumbent is required to obtain and maintain a Top Secret/Sensitive Compartmented Information security clearance.
• 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.
• Must be able to acquire and maintain a IAT Level II certification within 6 months of hire if not already obtained.
• The incumbent must adhere to the DoD Standards of Conduct.

Qualifications

Veterans' preference and traditional rating and ranking of applicants do not apply to positions filled under this announcement. All applicants who meet the minimum qualification requirements will be forwarded to the selecting official for consideration. Basic Requirements: GS-5 through GS-15 (or equivalent): For all positions individuals must have 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. and Specialized Experience: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-12) 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 IT Service Desk oversight in support of IT operations. Experience, knowledge, and support of future vision for transforming the IT Service Desk function, including its strategy, operating model, service offerings, products, and workforce. 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.

Education

There is no substitution of education for the qualifying experienceat this grade level.

Contacts

• Address DoD OIG - MISSION SUPPORT TEAM 4800 Mark Center Drive Alexandria, VA 22350 US
• Name: Betty Carreiro
• Email: [email protected]