This position is located at Office of the Chief Information Officer Office of the Director. This is not a remote position. You will be required to be in your duty station office per CEC telework policy.

Duties

The following are the duties of this position at the GS-14. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. As an IT Project Manager (CUSTSPT) (CUSTOMER RELATIONSHIP MANAGER), you will: Provide oversight, guidance, and reporting for all Mission Area new business IT service requests. Evaluate user needs and establish performance criteria for customer support programs. Lead rapid response teams to resolve or mitigate systems and/or equipment failures resulting from emergency situations, such as customer outages. Monitor and make recommendations to the Service Level Agreement process, implements performance criteria to ensure metrics and performance measurements are in line with the achievable service levels and customer expectations.

Requirements

Qualifications

You must meet the following requirements by the closing date of this announcement. For the GS-13, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal Service. Specialized experience for this position includes: - Leading IT projects that develop strategies and policies that govern delivery of customer support services; AND - Conducting analyses and provide recommendations/solutions to enhance customer support services. In addition to specialized experience, 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. Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-13, you must have been at the GS-12 level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Contacts

• Address Office of the Director Administrative Resource Center Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]