Supervisory IT Specialist (CUSTSPT)

DutiesMajor duties for this position include, but are not limited to:Responsible for the application and execution of the service level management (SLM) processes, regularly monitors and reports the level of service provided to users, and ensures services are provided within service-level targets.Plans work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work.Assigns work to subordinates based on priorities, selective consideration of difficulty and requirements of assignments and capabilities of employees.Serves as a key advisor regarding the achievement of customer support operations and performance goals.Coaches and guides subordinates in the selection and application of the appropriate approach, problem-solving methods and techniques.Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to ensure that staff is following instructions on work priorities, methods, deadlines, products and quality.Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions.Working closely with DOL-wide stakeholders, serves in cross-functional teams as an IT project coordinator.Implements and enforces the application of applicable industry-standard quality framework.Requirements Conditions of EmploymentAppointment to this position may require a background investigation.Requires a probationary period if the requirement has not been met.Must be at least 16 years old and a U.S. Citizen.Subject to financial disclosure requirements.You may not be aware, but in the regulations for agency ethics programs, there are requirements for supervisors. Section 2638.103 of Title 5 of the CFR states:Every supervisor in the executive branch has a heightened personal responsibility for advancing government ethics. It is imperative that supervisors serve as models of ethical behavior for subordinates. Supervisors have a responsibility to help ensure that subordinates are aware of their ethical obligations under the Standards of Conduct and that subordinates know how to contact agency ethics officials. Supervisors are also responsible for working with agency ethics officials to help resolve conflicts of interests and enforce government ethics laws and regulations, including those requiring certain employees to file financial disclosure reports. In addition, supervisors are responsible, when requested, for assisting agency ethics officials in evaluating potential conflicts of interest and identifying positions subject to financial disclosure requirements.Notification Concerning COVID-19 Vaccinations. As required by Executive Order 14043, Federal executive branch employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and to submit documentation of proof of vaccination or to be in the process of requesting an exception to the vaccination requirement before appointment or onboarding with the agency. The agency will provide additional information regarding which forms of documentation can be accepted and how you can request to be considered for a legally required exception from this requirement. Currently, implementation and enforcement of Executive Order 14043 has been suspended pursuant to an injunction pending further litigation.This position is being filled through Direct Hire Authority. Traditional rating and ranking of applications does NOT apply. Veteran’s preference does not apply. However, we encourage veterans to apply for this position.Reference the "Required Documents" section for additional requirements. QualificationsSpecialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-13, in the Federal Service.Specialized Experience is defined as experience in at least two of the following:Experience directly supervising both a local and geographically dispersed staff responsible for the customer experience and information technology (IT) service desk services and support activities (e.g. customer calls, install, moves, adds, changes of IT hardware, software installation, troubleshooting, escalations, data analysis, etc.) in an 8,000+ customer based geographically dispersed organization.Experience with the development and implementation of customer support techniques that follow Support Center (e.g. service desk and/or help desk) industry best practices (e.g. Information Technology Infrastructure Library (ITIL), Help Desk Institute (HDI)) for customer service and relationship management.EducationThere is no education substitution for this position. Additional informationDOL seeks to attract and retain a high performing and diverse workforce in which employees’ differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility and fairness so that all individuals are able to participate and contribute to their full potential.Refer to these links for more information:GENERAL INFORMATION, ADDITIONAL DOCUMENTATION, FORMER FEDERAL EMPLOYEESPersons who are deaf, hard of hearing, deaf, blind, or have speech disabilities, please dial 711 to access telecommunications relay services.Help HelpA 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.Review our benefitsEligibility 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.