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Duties

As a Supervisory IT Specialist (Customer Support) you will: Serve as Branch Chief, Global Activities Branch with responsibility for providing leadership and guidance in all areas of CDC-wide and international IT customer relationships. Assemble, evaluate and report on Centers/Institutes/Offices (CIO) special project requirements and global activities requirements and provides timely information to Director, Office of the Chief Information Officer (OCIO). Direct and manage the program which monitors and evaluates OCIO's customer business interface and identifies and communicates "lessons learned" to OCIO Director, OCIO senior management, and OCIO customer support employees to promote increased effectiveness of operations within OCIO and customer organizations. Identify, evaluate, and synthesize customer management and business data and other information relating to IT infrastructure services (e.g., laptop/desktop computing, videoconferencing, networking, voice systems, audio-conferencing, cloud computing, etc.). Provide assessment of customer satisfaction with OCIO services to Director, OCIO, identify areas of improvement, make recommendations for corrective actions, and follow up when required to ensure customer concerns are addressed. Plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work, when necessary. Assign work to subordinates based on priorities, considering difficulty and requirements of assignments as well as the capabilities of employees.

Requirements

Qualifications

All qualification requirements must be met by the closing date of the announcement. Minimum Qualifications: To qualify at the GS-15 grade level, you must have at least one year of specialized experience at or equivalent to the GS-14 grade level, which must include the following experience: providing information technology guidance and strategic direction, and technical support to an organization, maintaining global customer relationships, managing and establishing organizational metrics, performance reporting, and enabling continuous process improvement. and I have IT-related experience demonstrating each of the four competencies: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. 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, attend to nonverbal cues, and responds appropriately. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and make recommendations. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected.

College or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. For more information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address OCOO-OCIO-CEO-GLOBAL ACTIVITIES BRANCH 1600 Clifton Rd NE Atlanta, GA 30333 US
• Name: CDC HELPDESK
• Phone: (770) 488-1725
• Email: [email protected]