Supervisory IT Specialist (Customer Support)

Summary

This IT Service Desk Manager position is located in the U.S. Agency for Global Media (USAGM), Office of Technology, Services, and Innovation. The incumbent directs, manages, and supervises the technical staff of the Computer System Support Division which manages the agency's tier 1 and tier 2 support teams. The organization is responsible for managing 24-hour, 365-day support services for users of information technology systems, including software, hardware, and project-based activities.

This job is open to

• Career transition (CTAP, ICTAP, RPL)
  
  Federal employees who meet the definition of a "surplus" or "displaced" employee.
• Family of overseas employees
  
  Family members of a federal employee or uniformed service member who is or was, working overseas.
• Federal employees - Competitive service
  
  Current or former competitive service federal employees.
• Individuals with disabilities
• Land & base management
  
  Certain current or former term or temporary federal employees of a land or base management agency.
• Military spouses
• Peace Corps & AmeriCorps Vista
• Special authorities
  
  Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
• Veterans

Clarification from the agency

This announcement is open to all current Federal Competitive Service, Career and Career-Conditional employees. Applicants who have non-competitive eligibility, such as, Schedule A disability, Peace Corps or VISTA, reinstatement eligibles, etc. AND those eligible under the Veterans Employment Opportunity Act (VEOA) or Interchange Agreements with other Merit Systems may also apply.

This job is also open in another announcement to:

• Career transition (CTAP, ICTAP, RPL)
• The public
• Veterans

This job is also open in another announcement to:

• Career transition (CTAP, ICTAP, RPL)
• The public
• Veterans

Videos

Duties

As a IT Service Desk Manager, you will be responsible for duties to include, but are not limited to:

• Direct and support the day-to-day operational activities of the 365x24x7 USAGM IT Service Desk.
• Lead, mentor, and train a team of IT professionals to ensure high performance and continuous improvement in customer service and service delivery.
• Plan and organize work and project assignments by subordinates.
• Implements way to eliminate or reduce significant bottlenecks and barriers to production.
• Supervisory duties including performance management, interviewing candidates, and addressing training needs.
• Responsible for review, development, implementation, and continual service improvement of IT Service Desk management processes.
• Plan, execute, and oversee various IT projects, coordinating resources and ensuring successful completion within scope and budget.
• Manage a global computer inventory of 2,500+ devices (PC and Mac).
• Develops and/or interprets IT policies, standards, procedures, and strategies governing the planning and delivery of customer services throughout the agency.
• Contribute to strategic IT planning, aligning service desk goals with the overall IT and organizational objectives.

Requirements

Conditions of Employment

• You must be a U.S Citizen or U.S. National.
• This is a national security position. If selected, this position requires the completion of the SF-86.
• Suitability Determination: If selected, you will be subject to a background investigation to establish your suitability for federal employment. The background investigation may include, among other aspects, a review of your credit and legal history.
• This position is not covered by a Union Agreement.
• This position has been designated supervisory requiring that the selectee serve on an initial appointment as a supervisor or manager serve a one-year probationary period. This position may require serving a one-year probationary period.
• If selected for this vacancy, you will be required to file the OGE Form 450 (Confidential Financial Disclosure Report).
• The full performance grade level for this position is GS-14.
• If you are a male applicant who is born after 12/31/59, you are required to be registered for the Selective Service.
• Must obtain and maintain a Contracting Officer's Representative level I certification within 12 months of employment.
• Must obtain and maintain Information Technology Infrastructure (ITIL) v3 or v4 certification within 12 months of employment.
• Must obtain and maintain Service Desk Institute (HDI) certification as a HDI Support Center Manager within 12 months of employment.

Qualifications

Applicants must have a minimum of one year of specialized experience at a level of difficulty and responsibility comparable to the GS-13 or comparable pay band in the Federal service or equivalent experience in the private sector. Specialized Experience is experience that has equipped the applicant with the knowledge, skills and abilities to successfully perform the duties of the position and includes all of the following:

• Improving service desk operations including service delivery and customer service;
• Managing IT projects, including planning, execution, schedule, budget and resource coordination;
• Leading and mentoring IT professionals in resolving complex technology issues;
• Providing expert technical guidance and troubleshooting on critical IT issues and incidents;
• Experience in service desk operations management including service delivery, strategic planning, and financial/budget management; and
• Training and mentoring Service Desk IT professionals.

Education

Education is not required for this grade level. It cannot be used for qualification purposes.

Additional information

Preferred Qualifications: An ideal candidate for this position would have:

• ITIL v3 or v4 certification; and
• HDI Support Center Manager certification.

We encourage applicants with these certifications to include them on their resume so they may be considered during the selection process.

Applicants who are interested in applying under Delegated Examining (DE) procedures must apply to vacancy announcement DE-12540642-24-KT.

USAGM is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service.

Candidates MUST meet all qualification requirements by closing date.

1. If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency. For Military Selective Service Act requirement information, please visit https://www.sss.gov.

2. Your application to this vacancy announcement will only allow consideration for this announcement. We cannot electronically or manually move your application to corresponding announcements if applicable.

3. Additional vacancies not reflected in the announcement that occur after the opening date of the vacancy announcement for position(s) identical (same grade, series and title) to the original vacancy may be filled from the selection certificate during the validity of the certificate.

4. Budgetary conditions may delay or otherwise affect filling this vacancy. However, all interested candidates should apply now.

• Benefits
  
  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.
  
  Review our 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.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once your resume or application is submitted, a review of your qualifications will be made to ensure you meet the job requirements and competencies required for this position.

Competencies:

• Developing Others
• IT Service Delivery/Customer Service
• Project Management
• Strategic Planning/Thinking

Possession of competencies may be addressed in a cover letter and/or resume. To determine if you are qualified for this job, a review of your resume and supporting documentation will be made and compared against your responses to the occupational questionnaire. The numeric rating you receive is based on your responses to the questionnaire. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, your score can and will be adjusted to more accurately reflect your qualifications. Please follow all instructions carefully. Errors or omissions may affect your rating.

Fair Chance Act: Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to HROperations@usagm.gov, subject line: Fair Chance Act.

• Benefits
  
  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.
  
  Review our 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 Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  You are required to provide documentation that supports the eligibility and qualification claims made in your resume and assessment questionnaire. Failure to submit legible required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement may result in loss of consideration. Encrypted documents will not be accepted.
  
  • Resume: Include contact information, education, and detailed work experience (including work schedules, employment dates, and position titles).
  • SF-50's: Current and reinstatement eligible applicants must submit a Personnel Action (SF-50) indicating grade, competitive service, and career or career-conditional tenure. Merit promotion and VEOA applicants must meet time-in-grade requirements as defined in 5 CFR 300, subpart F. Your latest SF-50 must be submitted for proof of time-in-grade.
  • Performance Appraisal: Current status candidates are required to submit their latest performance appraisal.
  • ICTAP: If you are an eligible Interagency Career Transition Assistance Program (ICTAP) applicant, you may apply for selection priority. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 80 or above on the rating criteria for this position. ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.
  • Schedule A: Applicants applying under Schedule A Disability must submit an appropriate letter from a physician.
  • Peace Corps/VISTA: Applicants applying under Peace Corps or VISTA eligibility must submit a letter supporting eligibility.
  • Veteran Hiring Authorities: Applicants applying for veteran hiring authorities must submit a DD-214 stating character of service. If applying based on disability status, must also submit proof of disability percentage such as VA letter. If you are still on active duty, you may submit a statement of service from your Personnel Command which states the date you entered active duty, the date you are separating, and the campaign medals you have received.
  • Interchange: Applicants applying for consideration under an Interchange Agreement with Other Merit Systems must submit a recent SF-50 or other personnel action (e.g., Post Office, Non-appropriated fund), reflecting status as a current employee under an approved system.
  • Military Spouse: Applicants applying under the military spouse authority must submit proof of eligibility including a marriage certificate. This must also include permanent change of station orders, proof of veteran's 100% disability, DD-1300 Report of Casualty, and/or SF-15, as applicable.
  • LMWFA: Applicants under the Land Management Workforce Flexibility Act must submit SF-50 forms to demonstrate service in eligible appointments for more than 24 months without a break. Proof of satisfactory performance (i.e. appraisals) during this period is also required.
  • Special Authority: If you are applying under a special hiring authority not listed above, please refer to the requirements for that authority and submit the necessary supporting documentation, such as an SF-50 (or equivalent) or a certificate of eligibility. For more information, visit the USAJOBS Special Authorities page.
• How to Apply
  
  You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you cannot complete the Application Package online, please contact the Human Resource Specialist listed in this vacancy announcement.
  
  • To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents and any appropriate Accepted Documents.
  • To begin, click Apply in the announcement; then, choose to create a new USAJOBS account or Sign-in into your existing account.
  • Follow the prompts to select your resume and/or other supporting documents to be included with your application package.
  • You will have the opportunity to upload additional documents to include in your application before submitting it. Your uploaded documents may take several hours to clear the virus scan process.
  • Click the following link to pre-view and print the occupational questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12540643.
  • After completing the questionnaire and uploading appropriate documents, click the Submit Application to submit your application package.
  • It is applicant's responsibility to verify that information entered in the profile is accurate and all required documents are uploaded and submitted before 11:59 PM (ET) on 10/03/2024 of the announcement to receive consideration.
  • Human Resources will not modify or change any part of your application. If a document is not in legible format, applicant will not be able to view it in Application Manager which means applicant must again upload the documentation to the system by the closing date of this announcement.
  • To verify your application is complete, log into your USAJOBS account. The page will display the positions for which you've applied as well as the status of each application.
  • To return to an incomplete application, log into your USAJOBS account and click on the plus sign (+) next to the job title to expand information about the job. Next click on Update Application to complete the application process.
  • Note: Submission of a resume alone IS NOT a complete application. This position requires the completion of additional forms and/or supplemental materials as described previously. Please carefully review the complete job announcement, including the Required Documents, Other Information, and How to Apply sections of the announcement.
  • Application packages will NOT be accepted via mail or e-mail. All resumes/applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.
  • This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact HROperations@usagm.gov or 202-920-2400 to request this.
  
  
  Agency contact information
  
  Kyle Turner
  
  Phone
  
  202-920-2397
  
  Email
  
  Kturner@usagm.gov
  
  Next steps
  
  Once the online questionnaire and application package is received, you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made, you will be notified of your status and/or referral to the hiring official. If further evaluation or interviews are required, you will be contacted.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

You are required to provide documentation that supports the eligibility and qualification claims made in your resume and assessment questionnaire. Failure to submit legible required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement may result in loss of consideration. Encrypted documents will not be accepted.

• Resume: Include contact information, education, and detailed work experience (including work schedules, employment dates, and position titles).
• SF-50's: Current and reinstatement eligible applicants must submit a Personnel Action (SF-50) indicating grade, competitive service, and career or career-conditional tenure. Merit promotion and VEOA applicants must meet time-in-grade requirements as defined in 5 CFR 300, subpart F. Your latest SF-50 must be submitted for proof of time-in-grade.
• Performance Appraisal: Current status candidates are required to submit their latest performance appraisal.
• ICTAP: If you are an eligible Interagency Career Transition Assistance Program (ICTAP) applicant, you may apply for selection priority. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 80 or above on the rating criteria for this position. ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.
• Schedule A: Applicants applying under Schedule A Disability must submit an appropriate letter from a physician.
• Peace Corps/VISTA: Applicants applying under Peace Corps or VISTA eligibility must submit a letter supporting eligibility.
• Veteran Hiring Authorities: Applicants applying for veteran hiring authorities must submit a DD-214 stating character of service. If applying based on disability status, must also submit proof of disability percentage such as VA letter. If you are still on active duty, you may submit a statement of service from your Personnel Command which states the date you entered active duty, the date you are separating, and the campaign medals you have received.
• Interchange: Applicants applying for consideration under an Interchange Agreement with Other Merit Systems must submit a recent SF-50 or other personnel action (e.g., Post Office, Non-appropriated fund), reflecting status as a current employee under an approved system.
• Military Spouse: Applicants applying under the military spouse authority must submit proof of eligibility including a marriage certificate. This must also include permanent change of station orders, proof of veteran's 100% disability, DD-1300 Report of Casualty, and/or SF-15, as applicable.
• LMWFA: Applicants under the Land Management Workforce Flexibility Act must submit SF-50 forms to demonstrate service in eligible appointments for more than 24 months without a break. Proof of satisfactory performance (i.e. appraisals) during this period is also required.
• Special Authority: If you are applying under a special hiring authority not listed above, please refer to the requirements for that authority and submit the necessary supporting documentation, such as an SF-50 (or equivalent) or a certificate of eligibility. For more information, visit the USAJOBS Special Authorities page.

How to Apply

You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you cannot complete the Application Package online, please contact the Human Resource Specialist listed in this vacancy announcement.

• To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents and any appropriate Accepted Documents.
• To begin, click Apply in the announcement; then, choose to create a new USAJOBS account or Sign-in into your existing account.
• Follow the prompts to select your resume and/or other supporting documents to be included with your application package.
• You will have the opportunity to upload additional documents to include in your application before submitting it. Your uploaded documents may take several hours to clear the virus scan process.
• Click the following link to pre-view and print the occupational questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12540643.
• After completing the questionnaire and uploading appropriate documents, click the Submit Application to submit your application package.
• It is applicant's responsibility to verify that information entered in the profile is accurate and all required documents are uploaded and submitted before 11:59 PM (ET) on 10/03/2024 of the announcement to receive consideration.
• Human Resources will not modify or change any part of your application. If a document is not in legible format, applicant will not be able to view it in Application Manager which means applicant must again upload the documentation to the system by the closing date of this announcement.
• To verify your application is complete, log into your USAJOBS account. The page will display the positions for which you've applied as well as the status of each application.
• To return to an incomplete application, log into your USAJOBS account and click on the plus sign (+) next to the job title to expand information about the job. Next click on Update Application to complete the application process.
• Note: Submission of a resume alone IS NOT a complete application. This position requires the completion of additional forms and/or supplemental materials as described previously. Please carefully review the complete job announcement, including the Required Documents, Other Information, and How to Apply sections of the announcement.
• Application packages will NOT be accepted via mail or e-mail. All resumes/applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.
• This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact HROperations@usagm.gov or 202-920-2400 to request this.

Agency contact information

Kyle Turner

Phone

202-920-2397

Email

Kturner@usagm.gov

Next steps

Once the online questionnaire and application package is received, you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made, you will be notified of your status and/or referral to the hiring official. If further evaluation or interviews are required, you will be contacted.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request