STRATEGY PLANS & ENGAGEMENT DIRECTOR

This position is in the Cyber Excepted Service (CES) under 10 USC 1599f and does not convey eligibility for conversion to the Competitive Service. It is a mission-critical role supporting the mission of the US Cyber Command, classified as Supervision/Management at the Expert Work Level within the CES Occupational Structure, located in the DISA FE/Global Service Desk Division.

Responsibilities

• Develop and execute a comprehensive, holistic customer experience strategy aligned 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, coordinating with internal IT teams to facilitate rapid, effective resolution and provide project support.
• Act as the strategic bridge between technical support teams and business stakeholders, balancing operational efficiency with user satisfaction in 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. Failure to maintain security eligibility may result in termination.
• Must complete Foundational Qualifications within 9 months and Residential Qualification requirements within 12 months per DoD 8140 policy series.
• 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).
• Resume must demonstrate experience related to the qualifications outlined in the job announcement.
• This is a mission-essential position.

Qualifications

To qualify at the GG-15 level, your resume must describe at least one year of experience demonstrating the following competencies:

• 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.
• Subject to a 1-year probationary period for assignment to a supervisory position.
• Telework availability is based on mission requirements and supervisory determination.
• Individuals tentatively selected will be required to submit to urinalysis for illegal drugs prior to appointment.
• Moving costs and recruitment/relocation/retention incentives may be authorized.
• This position is covered under DoD Manual 8140 and subject to future Cyber Workforce requirements.
• Veterans' Preference will be applied to preference-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. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent.