Supervisory Customer Services Specialist

Defense Media Activity; Tobyhanna Township (PA); On-site; USD 75,000 - 98,000; Full time

Job summary

Defense Media Activity in Tobyhanna, Pennsylvania, is seeking a qualified professional to manage facilities and infrastructure for the DoW War Media Activity. The incumbent will work with leadership from other WMA components to ensure accountability and provide facility support for all personnel onsite.

The role involves coordinating daily facility operations, ensuring safety compliance, and sustaining mission-critical activities at the Tobyhanna location, with consideration for enterprise-level

Qualifications

• One year of specialized experience at GS-11 or equivalent in agency customer contact processes.
• Experience managing Defense Visual Information Distribution Service (DVIDS) operations, budgets, and ISAs/MOUs.

Skills

Facilities management

Interagency collaboration

Budget management

Job description

This position is part of the Department of War (DoW), War Media Activity (WMA). The incumbent will be responsible for managing facilities and infrastructure. Working with leadership from other WMA components and directorates to ensure accountability and facility support for all personnel at the Tobyhanna, Pennsylvania location..

You may qualify at the GS-12, if you fulfill the following qualifications: A. One year of specialized experience equivalent to the GS-11 grade level in the Federal service: Serving as the enterprise-wide authority for agency customer contact processes, establishing business rules, quality assurance standards, and standard operating procedures within the agency enterprise Customer Services Management System (JIRA) tracking system to ensure consistent service delivery across multiple help desk platforms. Managing Defense Visual Information Distribution Service (DVIDS) operations, budgets, and interservice agreements (ISAs/MOUs), conducting quality assurance surveillance, and analyzing customer metrics to optimize operational resource allocation and strategic program development. 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.