Supervisory IT Specialist (Customer Support)
Job Location:
Gaithersburg, MD - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Service Desk Operations Group Leader leads the delivery of essential IT services for a diverse scientific and administrative workforce ensuring alignment with OISMs strategic mission to fuel scientific success by providing NIST staff with agile innovative information technologies and resources and a robust infrastructure.
This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.
Working as a Service Desk Operations Group Leader for the Office of Information Systems Management (OISM) Customer Access and Support Division your key responsibilities will include:
Program & Operations Leadership: Formulate and direct the NIST Service Desk Operations program delivering enterprise-wide IT support and incident management for a diverse scientific and administrative workforce.
Strategic Integration & Governance: Coordinate with Department of Commerce counterparts to align local service desk strategies with agency-wide technology programs and cybersecurity mandates.
Process Innovation & Problem Solving: Apply innovative methodologies to resolve complex unprecedented technical issues while continually optimizing service delivery workflows.
Executive Liaison & Project Advocacy: Negotiate and justify significant IT infrastructure projects service-level objectives (SLOs) and resource needs with senior leadership.
Supervisory & Team Management: Perform full supervisory duties-including work planning task assignment and performance evaluations-to drive team productivity and advance organizational goals.
Agency-Wide Impact: Champion technology initiatives that directly enhance the operational productivity of the NIST scientific community.
- U.S. citizenship
- Males born aftermust be registered for Selective Service
- Suitable for Federal employment
- Bargaining Unit Position: No
- Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process.
Basic Requirements: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers (that is any individuals who use or receive the services or products that your work unit produces including the general public individuals who work in the agency other agencies or organizations outside the Government) to assess their needs provide information or assistance resolve their problems or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
3. Oral Communication - Expresses information (for example ideas or facts) to individuals or groups effectively taking into account the audience and nature of the information (for example technical sensitive controversial); makes clear and convincing oral presentations; listens to others attends to nonverbal cues and responds appropriately.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives and to make recommendations.
Specialized Experience: Applicants must have one year (52 weeks) of specialized experience equivalent to at least the GS-12 level (ZP-III at NIST). Specialized experience is defined as:
- ITIL Service Desk Operations
- Enterprise Tools (ServiceNow AD IDAM)
- Process Optimization & KPI Tracking
- Knowledge Base & SOP Development
- Technical Supervision & Mentorship
The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook.
If requesting reconsideration of your qualification determination please refer to the following site: Applicant Reconsideration
Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.
This position is covered under NISTs Alternative Personnel Management System (APMS) a pay-for-performance system with excellent HR flexibilities to help NIST recruit and retain top talent. Learn more about the APMS here!
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.
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 that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required Experience:
Manager
