About this role

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. TIME-IN-GRADE: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled.

GS-15: Applicants must have one year of specialized experience equivalent to the next lower grade level (GS-14) that may have been obtained in the private or public (local, county, state, Federal) sectors which demonstrates: Leads organization to meet customer needs using internal, external, and organization-wide resources in a synchronized and repeatable manner. Develops performance metrics to optimize help desk support, Service Delivery Manager engagement, and IT system use for organizational processes.

Translates complex IT-terms into understandable tasks for staff execution, leadership and program support, funding alignment, and operational delivery. Advises executive leadership, represents organization, and builds coalitions with IT service providers and customer service groups in other parts of the organization. Prepares budgets, oversees staff, and delivers customer service to programs, VIPs, and geographically separated facilities and employees.

(NOTE: There is no education substitution at this grade level.) In addition, all applicants qualifying based on experience must have IT-related experience demonstrating each of the four competencies listed below. Applicants must demonstrate possession of these competencies within the body of the resume; no separate statements addressing them are required. 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.

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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Source listing: usajobs