This position is located in the Department of Technology Services (DTS), Enterprise Operations Center (EOC), Support Services Division (SSD). The Enterprise Operations Center (EOC) supports the AO in fulfilling its missions to courts by providing a customer-focused, central point of contact for internal and external (public) users of the Judiciary's nationally deployed information technology (IT) services while operating and monitoring the Judiciary's national IT infrastructure.

Duties

The primary mission of the Support Services Division (SSD) within the EOC is to ensure enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Customer Integration Branch's (CIB) Enterprise Communications and Coordination Cell (ECCC) represents the linchpin for EOC enterprise situational awareness. The ECCC is chartered with executing centralized coordination of event detection and response actions to operational and cybersecurity events across all service support tiers via enhanced event correlation/validation and tailored communications. ECCC mission requirements dictate the need to evolve the ECCC into a three shift 24/7/365 operation and thus the incumbent will be required to perform shift work. This includes shifts comprised of non-traditional work schedules, which may include weekends and holidays. The incumbent of this position will serve as team lead and assist the Branch Chief in working with various AO partners and court staff. Duties of the position include, but are not limited to: Creating a work environment that promotes high quality customer support services. Overseeing team work assignments. Maintaining a working knowledge of the National Service Desk (NSD) supported IT services. Preparing, presenting, and communicating information clearly and concisely to supervisors or senior management. Preparing and analyzing IT service management performance reports. Providing accurate and insightful interpretations of report data to ensure the delivery of high-quality support services. Analyzing and reporting the following information and trends to the supervisor or senior level management team, individual progress on work assignments and accomplishments, potential risk/issues that could impact services, team member utilization and efficiency status, and individual and/or team training needs. Acting on behalf of the supervisor for the following: providing input to employee or contractor performance, recommending/requesting related actions such as assignments, reassignments, peer reviews, and performance appraisals; training new employees on EOC standard operating procedures (SOPs); setting an example for the team by emulating proactive and self-managing behaviors; monitoring staff schedules to ensure operational coverage. Creating/updating SOPs and ensuring the team adheres to them. Assisting with the development and upkeep of operational level agreements as well as maintaining accountability with AO partners to associated service standards. Executing other duties as assigned in support of mission operations in order to serve both as a specialist for a supporting the ECCC mission, while at the same time be able to change to another versatilist role with the same ease to operate as a team lead, event, incident or problem process manager, and/or request or access management analyst/practitioner.

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: IT service desk operations experience; and Experience using enterprise IT Service Management tools (i.e., ServiceNow, etc.). Desired, but not required: Applicants who have experience with judiciary court operations, processes, and procedures are highly desirable.

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]