Supervisory Information Technology Specialist (Customer Support)
What you'd do
"The Federal Law Enforcement Training Centers (FLETC), through strategic partnerships, prepares the federal law enforcement community to safeguard America's people, property, and institutions." We are a unique inter-agency organization preparing the next generation of law enforcement officers to meet our Nation's most pressing security challenges." Click here to learn more. An incentive may be authorized. See additional info section. Permanent Change of Station (PCS) is not authorized.
Major duties
Serving as a Supervisory Information Technology Specialist (Customer Support) GS-2210-14 makes you a valuable member of the Federal Law Enforcement Training Centers (FLETC) team and mission. This position is located in the Enterprise IT Services Division (ITS) under the Chief Information Officer (CIO) Directorate. The primary purpose of this position serves as the Deputy Division Chief and Supervisory Information Technology Specialist (Customer Support) and is responsible for assisting the Division Chief in the planning, budgeting, design, security, development, acquisition, configuration, implementation, testing, documentation, optimization, support, maintenance, and disposal of electronic and information technology (EIT) systems across the enterprise. Typical duties include: Providing leadership and supervision for a subordinate staff of employees who accomplish the work of the division's customer support and associated IT programs Assisting subordinate employees in the establishment of tactical goals and objectives aligned to strategic goals and objectives; inspires and motivates them toward achievement; makes decisions on work problems presented by employees; develops and reviews employee annual work plans; and conducts other reviews as required Managing the division's customer support and related information technology (IT) activities, responsibilities, and resources to include a wide range of enterprise business activities, including strategic planning, performance planning, policy and standards development, budgeting, IT service management, end user IT solution planning, enterprise architecture, portfolio management, knowledge management, and information security Background Investigation: To ensure the accomplishment of our mission, FLETC requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Suitability/Fitness as a condition of placement in this IT Non Sensitive, Moderate Risk position. This review may include financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs. Physical Demands: The work is done mostly at a desk. Some walking and standing occur during travel to FLETC sites and other locations. No significant physical effort is required. Work Environment: The work is performed in a normal office setting. No unusual risks or hazards are present. View common definitions of terms found in this announcement: Common Definitions.
What you need to qualify
A resume must be no more than two pages. If an applicant's resume exceeds two pages, the USAJOBS database will not allow the application to be submitted. For additional assistance, please visit: USAJOBS Help Center - Update your resume now so it meets new resume requirements This position has a Selective Placement Factor (SPF). If your resume doesn't demonstrate possession of the SPF, you will be rated ineligible. The SPF for this position is: Must possess and maintain Federal Acquisition Certification - Contracting Officer Representative (FAC-COR) Level III certification; or have the requisite experience to obtain and maintain certification. Basic Requirement: Individuals qualifying based on experience must have Information Technology (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. AND; in addition to the four competencies listed above you must possess at least one (1) year of specialized experience as described below: Specialized Experience: You qualify for the GS-14 grade level if you possess one year of specialized experience, equivalent to the GS-13 grade level in the Federal government, demonstrating the ability to perform IT customer support and supervisory/managerial responsibilities at a full performance level. Your experience must show all of the following: Leading and supervising an IT customer support organization (e.g., service desk, end-user computing, AV/multimedia, and/or telecommunications) for a bureau, component, or multi-site environment; AND Managing program-level IT customer support services that span multiple locations or mission areas; AND Designing, implementing, and improving IT Service Management (ITSM) processes based on frameworks such as ITIL; AND Planning, budgeting, and managing complex IT projects or portfolios in the customer support and end-user services space; AND Providing authoritative advice and consultation to senior managers and stakeholders on IT service and customer support issues; AND Integrating cybersecurity, continuity of operations, and related risk management requirements into enterprise IT services; AND Building and maintaining collaborative relationships with internal and external stakeholders to support enterprise IT services Substitution of education in lieu of specialized experience may not be used for this grade level. All qualifications and eligibility requirements must be met by the closing date of the announcement. Time-in-grade: Current General Schedule (GS) federal employees, and those that have served in GS positions within the last 52 weeks, must have served 52 weeks at the next lower grade, or a combination of the next lower grade level and an equivalent band in the federal service by the closing of this announcement. Note: Current or former Federal employees MUST submit a copy of their SF-50 Form which shows competitive service appointment ("position occupied" block 34 on the SF-50 should show a "1"), tenure group (block 24 should show a 1 or 2), grade, and salary. If you are applying for a higher grade, please provide the SF-50 Form which shows the length of time you have been in your current/highest grade (examples of appropriate SF-50s include promotions, With-in Grade/Range Increases, and SF-50s dated a year apart within the same grade/job). If you have promotion potential in your current position, please provide proof. Employees applying with an interchange agreement must provide proof of their permanent appointment. IF YOU DO NOT SUBMIT ALL OF THE REQUIRED DOCUMENTATION, YOU WILL NOT RECEIVE CONSIDERATION AS A STATUS CANDIDATE. 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. Pursuant to Executive Order 12564 and FLETC policy, FLETC is committed to maintaining a drug-free workplace and, therefore, conducts random and other drug testing of its employees in order to ensure a safe and healthy work environment. Headquarters personnel in safety- or security-sensitive positions are subject to random drug testing and all applicants tentatively selected for employment at FLETC are subject to drug testing resulting in a negative test result.
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