The position is located in the Office of Technology and Innovation, Bureau of Intelligence and Research (INR/TIO).  As Service Desk Manager for INR, and as leader of the team, you will be responsible for INR’s Information Technology (IT) service delivery to clients. You will provide proactive support services associated with a variety of Bureau, Department, and Intelligence Community (IC) program activities.

Duties

Serves as the office customer relationship manager responsible for overseeing all aspects of service delivery to clients. Serves as communications officer responsible for the development and implementation of an office wide communications strategy to include a tactical plan for message dissemination for outages, routine maintenance, and delivery of new capabilities. Serves as a government technical writer responsible for drafting, review, and publishing of office policy/procedures. Provides customers and Service Desk personnel with authoritative guidance and assistance concerning all aspects of the Service Desk’s products and services, articulating policies in these areas and interpreting associated regulatory requirements. Trains team members in methods and techniques of team building, working in teams to accomplish tasks or projects and provides or arranges for specific administrative or technical training necessary for accomplishment of individual and team tasks. Serves as Service Desk, Contract Program Administrator providing technical requirements and work to be accomplished to include tracking progress/quality of work performed, and conducts necessary inspections of contracted work.

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Top Secret security clearance.
• Obtain/maintain eligibility to access Sensitive Compartmented Information
• Requires a financial disclosure statement, OGE-450.
• Must be available for overtime.

Qualifications

Applicants applying for the GS-14 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 - Review and evaluate security incident response policies to ensure compliance and standards are executed. Customer Service - Possess current and evolving Windows and non Windows based computing systems, products, and services to ensure that the Bureau adopts the best practices of government and industry in delivering IT services that support the mission of the Intelligence Community (IC). Oral Communication - Ability to communicate available information technology hardware/software resources and awareness of current developments in the technology field to provide assistance and recommendations in the selection of possible alternatives in the development of required data processing support for Bureau organizations. Problem Solving - Application of IT systems principles, concepts, and methods to allow for management of Infrastructure Protection environment sufficient to develop long range plans for IT security systems, Enterprise IT Architecture and New IT security developments. AND Have at least 1 full year of specialized experience equivalent to the GS-13 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 managing a 24x7x365 IT Service Desk for a federal agency with worldwide locations. Experience with leading staff in network operations providing customer support to internal/external customers for Secret and Top Secret Sensitive Compartmental Information (TS/SCI) networks carried out through subordinate teams or units, often operating in shifts. Experience in the execution of systems vulnerability analysis to anticipate, mitigate and minimize risks regarding infrastructure protection of TS/SCI environments. Experience in the application of Service Desk best practices to ensure timely and accurate resolution of customer needs, including: Service Desk standards, metrics, and Service Level Agreements (SLAs); and integration with change and configuration management. 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-14 position.

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State 1999 Dyess Ave. Charleston Reg. Ctr., E119B Charleston, South Carolina 29450 United States
• Name: Tracey Leath
• Phone: 000-000-0000
• Email: [email protected]