STRATEGY PLANS & ENGAGEMENT DIRECTOR

This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does not convey eligibility to be converted to the Competitive Service. It is a mission-essential role within the Supervision/Management Work Category at the Expert Work Level in the CES Occupational Structure, located in the DISA FE/Global Service Desk Division.

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 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 requires completing Foundational Qualifications in 9 months and Residential Qualification requirements overall in 12 months.
• This is a drug-testing designated position.
• Must submit a Financial Disclosure Statement, OGE-450, upon entering the position and annually thereafter.
• 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 level, your resume must describe at least one year of experience demonstrating the following competencies:

• 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.

All qualifications must be met within 30 days after the closing date of this announcement. There is no substitution of education for the qualifying experience at the GG-15 grade level.

Additional Information

• This position is in the Excepted Service and does not convey eligibility for conversion to the Competitive Service.
• A 3-year probationary period may be required if not previously completed in the excepted or competitive service.
• Telework availability is based on mission requirements and supervisory determination.
• Moving costs and recruitment/relocation/retention incentives may be authorized.
• This position is designated as "Mission Essential" and may require reporting to work or relocation during local/national emergencies.
• Veterans' Preference will be applied to eligible candidates in accordance with DoD Instruction 1400.25, Volume 3005.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits designed to make your federal career rewarding. Learn more about federal benefits.