This IT Service Desk Manager position is located in the U.S. Agency for Global Media (USAGM), Office of Technology, Services, and Innovation. The incumbent directs, manages, and supervises the technical staff of the Computer System Support Division which manages the agency's tier 1 and tier 2 support teams. The organization is responsible for managing 24-hour, 365-day support services for users of information technology systems, including software, hardware, and project-based activities.

Duties

As a IT Service Desk Manager, you will be responsible for duties to include, but are not limited to: Direct and support the day-to-day operational activities of the 365x24x7 USAGM IT Service Desk. Lead, mentor, and train a team of IT professionals to ensure high performance and continuous improvement in customer service and service delivery. Plan and organize work and project assignments by subordinates. Implements way to eliminate or reduce significant bottlenecks and barriers to production. Supervisory duties including performance management, interviewing candidates, and addressing training needs. Responsible for review, development, implementation, and continual service improvement of IT Service Desk management processes. Plan, execute, and oversee various IT projects, coordinating resources and ensuring successful completion within scope and budget. Manage a global computer inventory of 2,500+ devices (PC and Mac). Develops and/or interprets IT policies, standards, procedures, and strategies governing the planning and delivery of customer services throughout the agency. Contribute to strategic IT planning, aligning service desk goals with the overall IT and organizational objectives.

Requirements

• You must be a U.S Citizen or U.S. National.
• This is a national security position. If selected, this position requires the completion of the SF-86.
• Suitability Determination: If selected, you will be subject to a background investigation to establish your suitability for federal employment. The background investigation may include, among other aspects, a review of your credit and legal history.
• This position is not covered by a Union Agreement.
• This position has been designated supervisory requiring that the selectee serve on an initial appointment as a supervisor or manager serve a one-year probationary period. This position may require serving a one-year probationary period.
• If selected for this vacancy, you will be required to file the OGE Form 450 (Confidential Financial Disclosure Report).
• The full performance grade level for this position is GS-14.
• If you are a male applicant who is born after 12/31/59, you are required to be registered for the Selective Service.
• Must obtain and maintain a Contracting Officer's Representative level I certification within 12 months of employment.
• Must obtain and maintain Information Technology Infrastructure (ITIL) v3 or v4 certification within 12 months of employment.
• Must obtain and maintain Service Desk Institute (HDI) certification as a HDI Support Center Manager within 12 months of employment.

Qualifications

Applicants must have a minimum of one year of specialized experience at a level of difficulty and responsibility comparable to the GS-13 or comparable pay band in the Federal service or equivalent experience in the private sector. Specialized Experience is experience that has equipped the applicant with the knowledge, skills and abilities to successfully perform the duties of the position and includes all of the following: Improving service desk operations including service delivery and customer service; Managing IT projects, including planning, execution, schedule, budget and resource coordination; Leading and mentoring IT professionals in resolving complex technology issues; Providing expert technical guidance and troubleshooting on critical IT issues and incidents; Experience in service desk operations management including service delivery, strategic planning, and financial/budget management; and Training and mentoring Service Desk IT professionals.

Education

Education is not required for this grade level. It cannot be used for qualification purposes.

Contacts

• Address
• Name: Kyle Turner
• Phone: 202-920-2397
• Email: [email protected]