This position serves as the Team Lead IT Specialist in the Office of the Chief Information Officer (OClO) Division of Customer Advocacy (DCA), Enterprise Service Desk (ESD) Branch, and performs a variety of technical and liaison duties to support the Enterprise Service Desk. To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO This position is outside the bargaining unit.

Duties

Major duties include, but are not limited to: Ensures that the organization's strategic plan, mission, vision, and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans, and work products and services. Monitors and reports on the status and progress of work, checking on work in progress, reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met; and rate and sign performance appraisals based on standards established either by the leader or the supervisor. Maintains program and administrative reference materials, project files, and relevant background documents and makes available policies, procedures and written instructions from the supervisor; maintains current knowledge to answer questions from team members on procedures, policies, directives, etc. Researches, learns, and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency, and work products. Resolves simple, informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official. Supports the organization's strategic plan, mission, vision, and values; applies, communicates, and integrates these into the team's operations, workflows, work plans, work products, and services. Reviews customer complaints, rectifies issues and escalates to supervisor and liaises with appropriate departments to handle complex IT issues to provide more effective solutions and customer satisfaction. Observes the support center operations, procedures, and techniques to determine how effective they are and, upon approval, implements new processes, procedures, and techniques when old ones are ineffective. Provides management advisory services and liaison to all serviced organizations in the region pertinent to emerging and future advances in information technology. Other duties as assigned.

Requirements

• Must be at least 16 years old.
• Must be a U.S. Citizen.
• Candidate required to obtain the necessary security/investigation level.
• Requires a probationary period if the requirement has not been met.

Qualifications

Applicants 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. AND Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-12, in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. Qualifying specialized experience for GS-13 includes: Experience satisfying customer demands/solving service breakdowns, monitoring capacity and availability, and handling ordinary operational tasks. Experience providing IT services needed to achieve optimal delivery of IT services to the end users while preserving stability and continuity of service.

Education

This job does not have an education qualification requirement.

Contacts

• Address Office of the Assistant Secretary for Administration and Management 200 Constitution Avenue NW Washington, DC 20210 US
• Name: Kayla Toft
• Phone: 312-353-6761
• Email: [email protected]