This position is located in the Service Desk Operations Section, IT End User Services Division, IT Partner Engagement Directorate, Office of the Chief Information Officer. The position description number for this position is 240585. This is a supervisory, non-bargaining unit position. The incumbent of this position will work a flexitime work schedule. The job announcement has a limit of 200 applications. Please review Other Information for more details:
Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision. Ability to supervise and lead a diverse workforce. ** Ability to analyze organizational and operational problems and develop solutions. ** Knowledge of contract preparation and contractor monitoring policies and procedures.** Knowledge of IT Troubleshooting Methodologies. Ability to apply project management methodologies and techniques to plan and manage complex IT projects. Ability to communicate in writing. Ability to communicate effectively other than in writing.
This permanent position is hybrid telework-eligible. It is not eligible for 100% distant/remote telework. This position is responsible for the engineering and maintenance of all end user endpoints and services (workstation, mobile, print and cloud collaboration tools etc.) within the enterprise. The candidate should have expertise in endpoint configuration management technologies (Microsoft SCCM/MECM/InTune, JamfPro etc.) and have actively managed teams in the support and maintenance of such platforms. Experience with cloud technologies and their relation to mobile and workstation management is essential. Candidate must have experience leading teams in product lifecycle upgrades, large scale enterprise deployments and active troubleshooting and support for enterprise service disruptions. The purpose of this position is to provide guidance, leadership, and supervision to those working in the section as well as matrixed project teams. The incumbent(s) develops, implements, and manages high visibility enterprise-wide projects and is responsible for the success of the project(s). In addition, he/she provides technical expertise in monitoring and evaluating activities covering the projects. Supervises a group of employees performing work at or below the GS-14 level. Provides administrative and technical supervision needed for accomplishing the unit's work. Performs the administrative and human resource management functions relative to the staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes workers' performance; demonstrates and conducts work performance critiques. Provides informal feedback and periodically assesses employee performance. Resolves informal complaints and grievances. Develops work improvement plans and recommends personnel actions as necessary. Provides advice and counsel to workers pertaining to work and administrative matters. Effects disciplinary measures appropriate to the delegated authority. Reviews and approves or disapproves leave requests. Ensures subordinates are trained and fully comply with safety regulations. Responsible for advancing the goals of equal employment opportunity (EEO) by taking positive steps to ensure diversity objectives arc accomplished and by adhering to nondiscriminatory employment practices in regard to race, color, religion, sex, national origin, age, and disability. Initiates nondiscriminatory practices for the area under his/her supervision in the following: (l) merit promotion of employees and recruitment and hiring of applicants; (2) fair treatment of all;(3) encouragement and recognition of employee achievements; (4) career development of employees; and (5) full utilization of their skills. Communicates assignments, projects, problems, actionable events, milestones, program issues under review, and deadlines to the project team. Identifies, distributes, and balances workload and tasks among employees in accord with established workflow, skill level, and/or occupational specializations. Makes adjustments to accomplish the work in accord with established priorities to ensure timely completion of assigned team tasks; and ensures each employee has an integral role in developing the final team product. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to ensure instructions on work priorities, methods, deadlines, and quality have been met. Prepares reports and maintains records of work accomplishments and administrative information, as needed, and coordinates the preparation, presentation, and communication of work-related information to the supervisor. Coordinates implementation of the projects and work relationships with relevant areas of the Library. Ensures the Library and the external organizations can support the proposed projects or activities. Uses contacts to build and strengthen internal support bases. Directs the installation and maintenance of computer hardware and software supplied by equipment manufacturers and software development companies. Develops and implements directives to implement high-level policy changes impacting technology resource requirements. Analyzes statutory requirements against existing directives to evaluate the degree of change needed to comply with new requirements. Coordinates comments on revised directives as part of the review process and incorporates comments and resolves issues while revising the final directive. Analyzes feasibility studies, proposals, and in-depth analyses of current requirements and forecasts trends for future needs. Performs various other duties as assigned. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.