This position is located in the Department of Technology Services (DTS), AOI Technology Office (AOTO), AO Operations and Support Division.

Duties

The incumbent of this position will serve as an IT Operations "Versatilist" providing oversight to a wide range of IT operations and support services and will report directly to the Chief of the AO Operations and Support Division. The incumbent will have proven experience working in multiple areas of IT operations focusing on the consistent delivery of IT services following the IT Service Management (ITSM) process. The candidate should also possess strong interpersonal and technical skills with the ability to work efficiently and collaboratively with highly technical peers. The division has adopted the IT Infrastructure Library (ITIL) and continues to mature its IT service management program via a continuous service improvement approach. Duties of the position include, but are not limited to: Monitoring the overall operations and support of a wide range of IT services which support AO staff and contractors in multiple geographical locations, including operational oversight and performance monitoring of Service Desk, Deskside Support, A/V Conferencing/Meeting Support, Asset Management, Access Management, Printing services, and internal communications to AO staff and contractors. The incumbent will track milestones and Key Performance Indicators (KPI) for each operational service and report regularly to the Operations Division Chief. Monitoring, analyzing and evaluating AO IT services and programs and taking actions to enhance performance and correct deficiencies. Participating in team meetings to inform customers of the direction of information technology initiatives. Advising the Operations Division Chief regarding operations and technical support within the AO. Maintaining knowledge and awareness of new developments in computer technology. Providing oversight of contract staff with wide-ranging technical skills in the overall work and resources of the operation to include operational performance monitoring as well as oversight of a client-focused operations and service-desk staff committed to exceeding customer expectations. Overseeing multiple layers of end-user and system support, starting with the AO's Service Desk (Help Desk), IT service requests, Incident tracking, problem reporting, and resolution tracking and reporting. Interfacing with the IT Asset Management team (ITAM) point of contact to ensure proper inventory and tracking of IT infrastructure assets, including desktop hardware and software, mobile devices, conferencing equipment, servers, network devices and other supporting systems related to AO IT services. Attending and proactively providing input with the division's change management practice, processes and procedures. Monitoring the IT service management program (ITSM) successes and failures, reviewing surveys and customer feedback with focus on continuous service improvement. Assisting with developing strategic and tactical plans to achieving long-range objectives supported by Key Performance Indicators (KPI). Reporting on IT activities involving planning, testing, piloting, and implementing information systems for the AO. Assisting with developing recommendations for AO initiatives, including technical solutions related to AO-wide application and infrastructure policies. Attending project meetings and providing feedback regarding project management activities, including multiple projects, some large or complex, through a systems development life cycle from project initiation, through requirements, through testing to implementation/deployment with focus on monitoring functional project area to ensure key milestones are completed on schedule. Overseeing internal AO communications to AO workforce.

Requirements

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in both of the following area: Monitoring and oversight of IT professionals at all levels with varying skill sets, including contractor support, while focusing on consistent delivery of IT Services with exceptional customer support; and Serving as a point of contact for IT service requests, incident management, change management and IT asset management, ensuring appropriate oversight and monitoring of functions.

Education

This position does not require education to qualify.

Contacts

• Address Department of Technology Services One Columbus Circle, NE Washington, DC 20544 US
• Name: Kymberli Camber
• Phone: (210) 301-6303
• Email: [email protected]