This position serves at a Supervisory Information Technology Specialist in the Office of the Chief Information Officer (OCIO) Information Technology Operations and Services (ITOS), Enterprise Service Desk (ESD) Branch, and performs a variety of supervisory duties in support of 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 for this position include, but are not limited to the following: Serves as the Customer Service Manager for headquarters and reports to and serves as a key advisor to the Branch Chief, Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk), customer experience, performance, and standards. Continuously benchmarks operations to assess efficiency, effectiveness, and quality of services. Responsible for leading the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor. Leads and coordinates the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base). Oversees the 24/7 Level 1 (phone) support services. Applies industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact. Manages the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided. Responsible for applying the appropriate industry frameworks (e.g., Information Technology Infrastructure Library (ITIL), Knowledge-Centered Service (KCS), Six Sigma, Kanban, Capability Maturity Model (CMMI) for Services, etc.) within the Support Center to fulfil the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach. Works with other IT managers to provide a cohesive customer experience. Responsible for monitoring and reporting on service level targets for incidents, problems, and requests fulfilment; regularly presents performance results to the Agency executive leadership. Maintains and tests contingency plans to ensure high availability of the Support Center services. Formulates and defends IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources. Develops performance standards and evaluates work performance of direct reports. Serves as one of the program managers for the labor services support contract. Performs 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.
• Subject to financial disclosure requirements.
• Requires a supervisory probationary period if the requirement has not been met.

Qualifications

You must meet the Basic Requirements AND the Specialized Experience to qualify for Supervisory IT Specialist (Customer Support), as described below. 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-14, 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-15 includes: Experience with daily operations and performance monitoring of an enterprise information technology (IT) service desk supporting 10,000+ end users. Experience implementing industry best practices and technologies for incident management, request fulfillment, problem management, knowledge management, self-service, and continuous improvements. Experience managing a virtual contact center, and walk-in locations where customers receive in person quality IT support. Proficiency managing and delivering enterprise-class customer support services, customer experience, and service level management. Experience overseeing professional services labor contracts.

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]