STRATEGY PLANS & ENGAGEMENT DIRECTOR

About the role

This position is located in the DISA FE/Global Service Desk Division. It is in the Supervision/Management Work Category at the Expert Work Level within the CES Occupational Structure.

Responsibilities

• Develop and execute a comprehensive, holistic customer experience strategy that aligns directly with Command and directorate strategic goals, ensuring a positive and seamless customer journey across the entire service life cycle.
• Serve as the directorate's primary advocate for the customer by establishing mechanisms to gather feedback, analyze user needs through surveys, and translate data-driven insights into actionable service delivery improvements.
• Define, establish, and continuously monitor Key Performance Indicators (KPIs) and service metrics to track the effectiveness of CX initiatives, assess overall organizational health, and evaluate operational efficiency.
• Serve as the ultimate escalation point for technical and customer service issues, actively coordinating with other internal IT teams to facilitate rapid, effective resolution and provide necessary project support.
• Act as the strategic bridge between technical support teams and business stakeholders, successfully balancing rapid operational efficiency with optimal user satisfaction within a fast-paced technology environment.

Requirements

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• In accordance with the DoD 8140 policy series, the position is subject to completing Foundational Qualifications in 9 months and completing Residential Qualification requirements overall in 12 months.
• This is a drug testing designated position.
• Complete initial Eligibility Questionnaire: Your resume must demonstrate the quality of your work as it relates to the experience requirements outlined in the job announcement.
• This is a mission essential position.
• The incumbent is required to submit a Financial Disclosure Statement, OGE-450 Executive Branch Confidential Financial Disclosure Report, upon entering the position and annually thereafter, IAW D0D 5500.07 Joint Ethics Regulation (JER).
• The incumbent must be cleared for Category Two Presidential Support Duty on a "Yankee White" Single Scope Background Investigation (SSBI).

Qualifications

To qualify at the GG-15, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: experience managing the strategic planning and deployment of service desk technologies and tools (e.g., IT Service Management (ITSM) platforms, self-service portals) to optimize technical support workflows. Candidates must describe how they meet the qualifying experience within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Additional information

• This position is in the Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It is being recruited under 10 U.S.C. 1599f into the Cyber Excepted Service (CES) personnel system. If you are a current Federal Career/Career-Conditional employee, you will be placed on an Excepted appointment.
• A 3 year probationary period may be required if you have not previously completed a probationary period in the excepted or competitive service.
• This position is subject to completion of 1 year probationary period for assignment to a supervisory position.
• Telework availability will be based upon the mission requirements and supervisory determination.
• Individuals tentatively selected for drug testing designated positions at the Defense Information Systems Agency will be required to submit to urinalysis for illegal drugs prior to appointment or placement.
• This is a covered position and the person selected for this position must complete an OGE Form 450, Confidential Financial Disclosure Report within 30 days of appointment pursuant to 5 CFR 2634.903(b) (DoD 5500.7).
• We may use this announcement to fill additional vacancies within 90 days of the closing date.
• Moving costs MAY be paid.
• The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here.
• Recruitment, relocation, or retention incentives MAY be authorized.
• This position is covered under DoD Manual 8140 which will be subject to future Cyber Workforce requirements as defined by the Manual.
• This position has been designated as "Mission Essential." Incumbent will be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.
• Because this position is in the Cyber Excepted Service, Veterans' Preference will be applied to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement." If you are a veteran claiming veteran's preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package.
• For more information on the Cyber Excepted Service Personnel System, click here.
• For more information on veterans' preference, click here.
• For more information regarding qualifications requirements, click here.
• All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-0454 for assistance.
• If selected, the authorized rate of pay may exceed the stated maximum salary rate range under certain circumstances.
• Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.