This position serves at a Customer Service Branch Chief 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: Serve as the Customer Service Branch Chief for headquarters and key advisor to the Division Chief of Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk) in customer experience, operations, efficiencies, and quality of services. Lead 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. Works with other IT managers to provide a cohesive customer experience. Lead and coordinate the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base). Oversee the 24/7 Level 1 (phone) support services. Apply industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact. Manage 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. Apply the appropriate industry frameworks 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. Monitor and report on service level targets for incidents, problems, and requests fulfilment; regularly presenting performance results to the Agency executive leadership. Maintain and test contingency plans to ensure high availability of the Support Center services. Formulate and defend IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources. Develop performance standards and evaluates work performance of direct reports. Serve as one of the program managers for the labor services support contract. Perform other duties as assigned.

Requirements

• Must be a U.S. Citizen.
• Must be at least 16 years old.
• Requires a probationary period if the requirement has not been met.
• Candidate required to obtain the necessary security/investigation level.
• Subject to financial disclosure requirements.
• Requires a supervisory probationary period if the requirement has not been met.

Qualifications

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. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for GS-15 includes: Demonstrated senior-level experience directing a centralized 24/7 enterprise IT support center, providing strategic oversight of daily operations, managing and mentoring a team of IT support staff, and ensuring the timely and effective resolution of complex technical issues for both general and executive-level end users. Experience implementing quality assurance, setting service performance metrics, monitoring service quality, and using data-driven methods to identify and implement improvements in service delivery. Experience applying customer service standards to effectively address user concerns, and continuously improve the customer experience. Experience overseeing and managing vendor performance of awarded labor contracts. The mission of the Department of Labor (DOL) is to protect the welfare of workers and job seekers, improve working conditions, expand high-quality employment opportunities, and assure work-related benefits and rights for all workers. As such, the Department is committed to fostering a workplace and workforce that promote equal employment opportunity, reflects the diversity of the people we seek to serve, and models a culture of respect, equity, inclusion, and accessibility where every employee feels heard, supported, and empowered.

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]