Job Summary

The Office of Information Technology (OIT), End User Services Branch is seeking a Supervisory IT Specialist (CUSTSPT/INFOSEC) (Supervisory IT Specialist - End User Services). In managing and supervising the work of the End User Services Branch, the Branch Chief ensures delivery of timely, high-quality, and customer-focused IT support services and, in support of federal IT security mandates, that all cybersecurity, information assurance, and compliance-related requirements are met.

Job Description

Applicants are responsible for confirming all required materials are submitted by the closing date of the announcement. Please check the How You Will Be Evaluated and Required Documents sections carefully, as missing documents will render the application incomplete and ineligible for review. Qualifying experience may be obtained in the private or public sector. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. All qualification requirements must be met by the closing date of this announcement. BASIC REQUIREMENT: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. MINIMUM QUALIFICATION REQUIREMENT: In addition to meeting the basic requirement, applicants must also meet the minimum qualification requirement below. SK-15: Applicant must have at least one year of specialized experience equivalent to the GS/SK-13 level: Leading End User Services operations, ITSM processes, ITIL best practice implementations, and service desk metrics; AND Overseeing service desk intake of cybersecurity incidents in compliance with FISMA and specific security policies to ensure identity management and assurance best practices; AND Governing contracts and vendor oversight including vendor compliance with cybersecurity requirements. ACCOMPLISHMENT RECORD COMPETENCIES: Your Accomplishment Record narratives should address the following competencies. See the How You Will Be Evaluated section below for more information: Customer Support: Uses methods, techniques, and tools to provide and continually improve the delivery of IT products and services. Information Systems/Network Security: Implements and uses methods, tools, and procedures, including the development of information security plans and standards, to prevent information systems vulnerabilities and provide or restore privacy and security of applications, information systems, and/or network services. Contract Management: Uses contract management techniques to oversee the work of contractors and to ensure the timely delivery of products, documents, and deliverables. Developing and Managing Others: Ability to recruit, develop and manage the workforce to meet organizational goals, with little or no guidance.