This position is at the National Credit Union Administration (NCUA) in the Office of the Chief Information Officer. This position serves as a Supervisory IT Specialist (Network/Customer Support). In this role, the incumbent is responsible for overseeing and coordinating the Enterprise Service Desk (ESD) operations, Unified Communication and Collaboration (UCC) services and tools, IT Asset Management (ITAM), and ensuring the IT security and compliance of mobile end-point devices.

Duties

As a Supervisory Information Technology Specialist (Network/Customer Support), you will: Direct the Enterprise Service Desk operations and provide strategic and technical direction over employees and contractors engaged in maintaining and ensuring the appropriate compliance level for end-user-facing IT services. Provide expertise and contribute to projects involving unified communication development, solution designs, and implementations. Monitor and ensure that end-user-facing IT services maintain the appropriate level of compliance in accordance with established Service Level Agreements (SLAs). Coordinates preparing, presenting, and communicating work-related information to internal and external stakeholders on various issues involving information technology projects. Manage the technical activities associated with the ITAM system and the accuracy of the end-to-end tracking of IT hardware assets, including asset costs, contractual warranties, licenses, SLA, and locations Collaborate with IT cybersecurity staff and manages Division operations to ensure mobile end-point devices' IT security and compliance. Develop, document, and implement standard operating procedures for all significant aspects of Enterprise Service Desk operations and management. Develop and maintain close liaison and coordination with OCIO management and technical IT employees. Represent the Platform and Infrastructure Division in meetings with internal and external stakeholders.

Requirements

• You must be a U.S. Citizen.
• Suitable adjudication of background/security investigation is required.
• A financial disclosure is required.
• A probationary/trial period may be required.
• Must complete initial online questionnaire.
• May be required to serve a supervisory probationary period.

Qualifications

Specialized experience is the experience that has equipped you with the specific knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the work of the position to be filled. To qualify for this opportunity you must have at least one full year of specialized experience equivalent to the CU/GS-13 level obtained in the private or public sector. Specialized experience for this position is defined as experience performing all of the following tasks: Providing guidance to team members to ensure conformance with approved IT plans, programs or policies; Diagnosing and resolving customer-reported incidents or problems; Assisting other IT staff with the installation, configuration, and monitoring of end user IT devices; and Assisting other IT staff with administering user accounts, roles, and policies for users. In addition to the specialized experience, the individual 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. You must meet the qualifications for this position by the closing date of this announcement. Please note, all experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. YOUR RESUME MUST provide specific details as to how your experience meets the specialized experience and support your responses to the online questionnaire as described in the vacancy announcement. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please ensure that your resume includes the grade level (for current or previous federal positions), month, and year that you began and ended for each position held or that position may not be credited toward meeting the specialized experience requirement. Full-time employment will be assumed unless otherwise stated on your resume. Part-time employment will be prorated in crediting experience. Failure to provide details will result in an ineligible rating. Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration. Your latest resume submitted for this vacancy announcement will be used to determine qualifications and supersedes previous submissions.

Education

Education may not be used in lieu of experience for this opportunity.

Contacts

• Address National Credit Union Administration 1775 Duke Street Alexandria, VA 22314 US
• Name: Jasmin Sneed
• Phone: (703) 548-2799
• Email: [email protected]