The Office of Information Technology is seeking a highly motivated individual who has experience in managing IT technical support activities, formulating an annual budget for enterprise IT services and provide direction and leadership to the Customer Support Services Team.

Duties

Support IT systems involving a variety of different platforms, operating systems, applications, and desktop configurations. Formulate short and long-term planning for the installation and implementation of new systems; e.g. upgrade to a new operating system. Develop service level agreements that define requirements and expectations for the delivery of customer support services. Resolve the most difficult customer support requests involving integration or configuration related issues and support systems. Prepare budget reports to tack on-going funding expenses. Forecast expenditures to ensure they are within budgetary limits. Provide technical guidance and coaching to staff. Resolve conflicts, differences, or problems among subordinates.

Requirements

• U.S. Citizenship requirement or proof of being a U.S. National must be met by closing date.
• Employment is subject to the successful completion of the pre-appointment process (i.e., background investigation, verification of qualifications and job requirements, completion of onboarding forms, submission of required documents, etc.)
• Males born after December 31, 1959 must be registered with the Selective Service.
• Applicants must meet all qualifications requirements within thirty (30) calendar days of the closing date of this announcement, including time in grade.

Qualifications

TO QUALIFY AT THE GS-14: 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. IT-related experience demonstrating each of the following four competencies: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail; 2. 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; 3. 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; 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND You must demonstrate you have 1 year of specialized experience equivalent to at least the GS-13 level in the Federal service obtained in either the private or public sector, typically gained in the IT field or performing the following types of IT related tasks: serving as a senior customer technical analyst responsible for resolving complex customer problems relating to operating systems, network systems, applications, protocols, equipment and IT infrastructure; identifying and defining business and technical requirements applied to the design, development, implementation, management and support of systems and networks; formulating annual budget for enterprise IT services, including network and help desk support, software, application development, and specialized IT requirements. 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. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12264518

Education

This job does not have an education qualification requirement.

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Tracey Suggs
• Phone: 984-287-3021
• Email: [email protected]