Supervisory IT Specialist (Customer Support)

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.

Duties

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.

Requirements

Conditions of employment

• 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.

Qualifications

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

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.

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

Education

Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.

Additional information

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!

• We may share your application package with other selecting officials. Additional selections may be made through this vacancy.
• Click all links in this vacancy announcement to view additional information or instructions.
• You MUST select at least ONE ELIGIBILITY to be considered for this position.
• All documents submitted for this announcement must be legible to make qualification or eligibility determinations.
• A supervisory probationary period may be required.
• Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended.

NIST strives to build a flexible and encouraging work environment to bring out the best in our employees. To help our employees balance responsibilities at home and at work NIST offers a variety of work-life flexibilities. For more information please visit our Careers website.

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.

Required Experience:

Manager