Supervisory IT Specialist (CUSTSPT/PROJMGT)

Defense Information Systems Agency • East Hartford, CT

1d

About The Position

This position is in the DISA - FE/Endpoint Svcs /Customer Spt Directorate and is recruited under 10 USC 1599f into the Cyber Excepted Service (CES). It is a senior-level supervisory and management role supporting the US Cyber Command mission. The position does not convey eligibility for conversion to the Competitive Service.

The incumbent supervises customer-support personnel and manages enterprise IT customer-support services, projects, and portfolios. The role includes providing technical guidance, resolving complex service-delivery problems, and developing and implementing customer-support policies and strategies. The position is designated Mission Essential and requires a Top Secret security clearance with eligibility for access to Sensitive Compartmented Information (SCI). It is a drug-testing position, may require shift work, and operates on a 24 x 7 x 365 basis. Telework availability depends on mission requirements and supervisory determination.

Requirements

• U.S. citizenship.
• Males born after December 31, 1959, must be registered for Selective Service or exempt.
• Favorable suitability review and security clearance; must obtain and maintain a Top Secret clearance and eligibility for access to SCI.
• Complete DoD 8140 Foundational Qualifications within 9 months and Residential Qualification requirements within 12 months.
• Demonstrated attention to detail, including reviewing own IT-related work or data and the work of others for accuracy, completeness, and consistency with standards.
• Customer-service experience developing and maintaining customer relationships, anticipating and assessing IT needs, and identifying or developing tailored IT products or services.
• Oral communication experience briefing senior management and IT staff on IT systems, projects, or operations, including explaining complex technical information to nontechnical audiences.
• Problem-solving experience identifying alternatives for unique, highly complex, or sensitive IT issues and evaluating information sources to develop solutions.
• At least one year of qualifying experience equivalent to the next lower federal grade level, demonstrating competencies for immediate success at GG-14.
• Experience supervising or leading employees responsible for IT customer support, including planning work, setting priorities, assigning workloads, providing technical guidance, and resolving operational issues.
• Experience managing IT customer-support operations, including troubleshooting, incident or service-request resolution, customer assistance, training, or service-delivery improvement.
• Experience managing IT projects or capability portfolios by coordinating customer requirements, technical teams, resources, schedules, risks, and delivery of IT services or products.
• Experience 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 qualifying experience and/or selective placement factors in the body of their resume; all qualifications must be met within 30 days after the announcement closing date.
• Subject to drug testing and required to submit to urinalysis for illegal drugs before appointment or placement.
• Mission Essential position; employee may be required to report to work or relocate within the United States during local or national emergencies and may be recalled or called back during off-shift hours, 7 days a week, 24 hours a day.
• There is no substitution of education for qualifying experience at the GG-14 grade level.

Responsibilities

• Direct and supervise customer-support personnel; plan work, assign priorities, adjust workloads, provide technical guidance, and resolve operational and personnel issues.
• Manage planning and delivery of enterprise customer-support services, including troubleshooting, customer assistance, training, and resolution of complex IT service requirements.
• Lead IT projects and portfolio activities by coordinating customer requirements, technical resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develop, interpret, and implement customer-support policies, procedures, and service-delivery strategies to improve performance and ensure consistent IT support.
• Serve as a technical advisor on advanced IT customer-support issues; evaluate emerging technologies and resolve complex information-management and service-delivery problems.

Benefits

• Federal employees and their families have access to a comprehensive federal benefits package.
• Moving costs may be paid.
• Recruitment, relocation, or retention incentives may be authorized.
• Salary plus Cost of Living Allowance (COLA) is authorized.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed