This position is located within the Enterprise Operations Center (EOC) of the Department of Technology Services (DTS). The EOC provides end user and infrastructure operations support to the Federal Judiciary. The EOC consists of multiple divisions and branches for which this position will be providing management oversight. This position will be assigned either to San Antonio or Washington DC.
Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience working with enterprise-wide systems and services, and managing or leading teams composed of mixed staff in multiple locations and must be in ALL areas defined below: Experience in supervising twenty or more staff with differing backgrounds and skill levels. Experience interfacing with and supporting end users. Knowledge of state of the market ITSM tools and processes. Knowledge of 24x7x365 enterprise infrastructure monitoring and operations. Incorporating data into the decision-making process.
The incumbent will manage a combined federal and contract staff of 255 or more. The incumbent will work closely with EOC and other AO organizations to ensure all customer interfacing activities and operational functions are successfully accomplished following industry best practices within Judiciary policies. As part of the DTS, the incumbent will be expected to contribute towards DTS goals including: Foster customer success through DTS products and services Deliver and promote high quality, secure, and innovative IT products and services. Employ business procedures and standard practices that ensure best value with adherence to industry best practices and standards. Provide opportunities for employee development. Duties include, but are not limited to the following: Advocate for necessary resources, including financial resources, to operate an effective Enterprise Operations Center. Advise senior management on the cost/benefit analysis for infrastructure operations and end user support programs, processes, policies and enhancements. Monitor and evaluate the effectiveness of the enterprise's operational infrastructure and work with division chiefs to implement continuous improvements. Monitor developed measurements and metrics and implement additional measurements to address gaps in services offered and supported by the EOC. Recommend policy and procedure changes and coordinate the review and approval. Promote awareness of the EOC issues among management and ensure sound operational and support principles are reflected in the organization's vision and goals. Oversee the Standard Operating Procedures, Process Guides, and Onboarding processes to ensure they follow sound operational and end user support principles.