Supervisory IT Specialist (CUSTSPT/PROJMGT)

About the role

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 has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Supervision/Management Work Category at the Senior Work Level within the CES Occupational Structure. It is located in the DISA - FE/Endpoint Svcs /Customer Spt Directorate.

Duties

• Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
• Manages planning and delivery of enterprise customer-support services, including troubleshooting, customer assistance, training, and resolution of complex IT service requirements.
• Leads IT projects and portfolio activities; coordinates customer requirements, technical resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develops, interprets, and implements customer-support policies, procedures, and service-delivery strategies to improve performance and ensure consistent IT support.
• Serves as a technical advisor on advanced IT customer-support issues; evaluates emerging technologies and resolves complex information-management and service-delivery problems.

Requirements

Conditions of employment:

• 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.
• The incumbent must obtain and maintain a Top-Secret security clearance and eligibility for access to Sensitive Compartmented Information (SCI).
• This position has been designated as Mission Essential.
• Shift work may be required.
• This is a drug testing position.

Qualifications

Basic Requirements (competencies):

• Attention to Detail – experience reviewing own information technology-related work or data and responsible for reviewing the work of others to ensure accuracy, completeness, and consistency with standards.
• Customer Service – developing and maintaining relationships with customers, anticipating and assessing current and future IT needs, and developing or identifying IT products or services tailored to meet customer needs.
• Oral Communication – briefing senior-level management and IT staff on the status of IT systems, projects, or daily operations, including communicating complex technical information to a non-technical audience.
• Problem Solving – identifying alternatives to address unique, highly complex, or sensitive IT-related issues; anticipating IT-related problems and identifying and evaluating potential sources of information to generate alternative solutions.

Qualifying Experience (must demonstrate at least one year of experience equivalent to the next lower grade level):

• Supervising or leading employees responsible for delivering IT customer-support services, including planning work, establishing priorities, assigning workloads, providing technical guidance, and resolving operational issues.
• Managing IT customer-support operations involving troubleshooting, incident or service-request resolution, customer assistance, training, or service-delivery improvement.
• Managing IT projects or IT capability portfolios by coordinating customer requirements, technical teams, resources, schedules, risks, and delivery of IT services or products.
• Developing, implementing, or interpreting IT customer-support policies, procedures, or service-delivery strategies to resolve complex IT problems and improve organizational performance.

Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

There is no substitution of education for the qualifying experience at the GG-14 grade level.

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. Current Federal Career/Career-Conditional employees will be placed on an Excepted appointment; this appointment does not confer eligibility for non-competitive conversion to the competitive service.
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