NIST works with industry and science to advance innovation and improve quality of life. We're looking for a Supervisory Information Technology Specialist to join our team! This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.

Duties

The Department of Commerce ranked top 5 in the 2023 Best Places to Work in the Federal Government amongst large agencies for the 12th year in a row! The ranking showcases the Department's continued commitment to increasing our employee engagement, employee satisfaction, and positive perceptions towards diversity, equity, accessibility, and inclusion. Come join our team! Serve as the leader of the Customer Access and Support Division, OISM's customer-facing division for NIST-wide services, and member of the OISM Mgmt team that advises NIST leadership on recommended IT services and infrastructure to support NIST's mission. Advise senior mgmt on risk-informed approaches and present issues, providing solution recommendations to ensure technologies effectively support NIST's mission. Directly supervise ZP-IV team leads, exercising sound judgment and expert knowledge of policies and procedures to operate endpoint management, desktop support, embedded tech support, and service desk support services across all NIST locations. Formulate the vision, leadership, and management of division programs and lead staff in a manner that is effective, efficient, and responsive to the needs of the NIST community and its mission. Define work objectives to ensure service excellence with timely responses for incidents, service requests, events, and problems. Promote the dissemination of program results through reports and analysis to the CIO and NIST Mgmt. Develop strategic plans, policies, division goals, programs, procedures, and operating budgets for designing and or introducing new or changed services directly impacting NIST, DoC and other federal agencies. Significantly engage across NIST organizational units, federal, and industry space to present and promote NIST's mission, share best practices with other agencies, improve OISM's organizational competencies, and lead technical innovation for operational IT. Create a work environment that encourages innovation and initiative, open and honest communication, shared learning, and teamwork. Possess expert knowledge of and remain current in best practices in the implementation of enterprise and business platforms.

Requirements

• U.S. citizenship
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment
• Completion of Confidential Financial Disclosure, Form OGE-450
• Bargaining Unit Position: No

Qualifications

Basic Requirements: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. Specialized Experience: In addition to the basic requirements, applicants must have one year (52 weeks) of specialized experience equivalents to at least the GS-14 level (ZP-IV at NIST). Specialized Experience is defined as experience performing core principles of customer service and service management such as: Delivery of services for managed IT devices to meet customer needs, Development of plans to resolve service problems related to IT help desk and/or other customer-facing services, Identifying customer needs and designing and delivering services to meet those needs, Acting on customer feedback to continually improve service, Development of plans to deal with service problems, and/or Development of automation approaches that shorten resolution times and reduce costs. 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. The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook. Applicant Reconsideration

Education

Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.

Contacts

• Address Office of Information Systems Management 100 Bureau Drive Building 225/Room B222 Gaithersburg, MD 20899 US
• Name: Evelyn Carter-Hopkins
• Phone: 000-000-0000
• Email: [email protected]