This Office Director position is located in the Bureau of Diplomatic Technology (DT) in Washington, DC.  DT's mission is to create a secure, informed, and interconnected Department by using IT resources in a secure, innovative, and prioritized way.  DT's vision is to drive effective collaboration and operations across the Department, its partners, and foreign audiences.

Duties

The Customer Care and Support Office within Enterprise Services (DT/ES/CCS) serves as the central point for customer support and communication for all IT-related customer facing services provided by DT.  This position requires an individual with a passion for delivering excellent customer service, is expert in optimizing delivery of IT services and support, and will be held accountable for the success of the Customer Care program; provide strategic direction; monitor progress toward results; and build and motivate a top-notch, highly-motivated team of experts.

Requirements

• U.S. Citizenship is required.
• Must be able to obtain and maintain a Top Secret security clearance.
• Incumbent will be subject to random drug testing.
• Requires a financial disclosure statement, OGE-278.
• One year probationary period, unless excepted by regulation.
• Verification of employment eligibility in the United States is required.

Qualifications

Unless you are currently serving under a career Senior Executive Service (SES) appointment, are eligible for reinstatement into the SES, or have successfully completed a SES Candidate Development Program approved by OPM, you must submit a narrative statement covering each of the Executive Core Qualifications (last five questions). All applicants must submit a narrative statement covering each of the Mandatory Technical Qualification questions in order to receive consideration for the position. To view additional information on the proper preparation of Executive Core Qualification statements available on the Office of Personnel Management's website please click here. When responding to the Mandatory Technical Qualifications and Executive Core Qualifications, you must clearly show that you possess the experience, knowledge, skills and ability to perform the duties of this position by submitting narrative responses in which you detail your experience in each of the Technical Qualifications and the Executive Core Qualifications. Your examples should be clear and emphasize your level of responsibilities, scope and complexity of programs managed, program accomplishments with results of your actions, policy initiatives and level of contacts. You should limit your narrative to two pages per Mandatory Technical Qualification and Executive Core Qualification. Applicants who use "see resume" as a response will not receive consideration for the position. Your experience and resume should explicitly demonstrate the following: MTQ 1: Expert knowledge and demonstrated ability to lead IT service delivery in a large-scale and global dispersed customer base.  Demonstrated ability to build and maintain strong relationships with senior leaders and stakeholders throughout the organization and other agencies/organizations that rely on enterprise IT services and support.  Experience leading large, combined federal and contracted employees through modernization, process improvement, and organizational change.  Strength in strategic planning, and contractual oversight, project planning, and execution of large-scale IT service delivery and refresh of IT devices. MTQ 2:  Expert knowledge and demonstrated ability to provide senior-level leadership, strategic management, and policy direction to optimize the Department’s resources needed to formulate long-range plans and objectives and oversight for implementation of IT programs, projects, policies, procedures, standards, processes, and other related projects.  Expertise and demonstrated ability to integrate policies, priorities, metrics, strategies and new customer initiatives to provide the most efficient and cost-effective outcomes that ensure that Department-wide programs fully meet customers’ needs. If you do not possess the mandatory technical qualifications described above, you may be considered ineligible for these positions.

Contacts

• Address U.S. Department of State 2401 E Street, N.W. Room H-1104 Washington, District of Columbia 20520 United States
• Name: JoAnn E. Moore
• Phone: 202-663-2137
• Email: [email protected]