Supervisory IT Specialist (CUSTSPT/PROJMGT)

Defense Information Systems Agency; East Hartford (CT); On-site; USD 100,000 - 140,000; Full time

Job summary

Defense Information Systems Agency (DISA) in Connecticut (East Hartford) seeks an experienced leader to supervise customer-support personnel and drive enterprise IT service delivery in a challenging cyber and mission-focused environment.

The role emphasizes planning, coordinating resources, and delivering high-assurance IT support to meet national security requirements. Expect shift work and Top-Secret/SCI eligibility as part of the CES framework.

Qualifications

• Attention to detail in reviewing information technology-related work and ensuring accuracy, completeness, and consistency with standards.
• Customer service experience in maintaining relationships with customers and delivering tailored IT solutions.
• Oral communication skills for briefing senior management and IT staff on statuses and complex information.
• Problem solving to identify alternatives and evaluate information sources for IT issues.

Responsibilities

• Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
• Manages planning and delivery of enterprise customer-support services, including troubleshooting, training, and resolution of complex IT requirements.
• Leads IT projects and portfolio activities; coordinates requirements, resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develops, interprets, and implements customer-support policies and service-delivery strategies to improve performance and IT support.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

Summary

This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Supervision/Management Work Category at the Senior Work Level within the CES Occupational Structure. It is located in the DISA - FE/Endpoint Svcs /Customer Spt Directorate.

Duties

• Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
• Manages planning and delivery of enterprise customer-support services, including troubleshooting, customer assistance, training, and resolution of complex IT service requirements.
• Leads IT projects and portfolio activities; coordinates customer requirements, technical resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develops, interprets, and implements customer-support policies, procedures, and service-delivery strategies to improve performance and ensure consistent IT support.
• Serves as a technical advisor on advanced IT customer-support issues; evaluates emerging technologies and resolves complex information-management and service-delivery problems.

Requirements

Conditions of employment

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• In accordance with the DoD 8140 policy series, the position is subject to completing Foundational Qualifications in 9 months and completing Residential Qualification requirements overall in 12 months.
• The incumbent of this position must obtain and maintain a Top-Secret security clearance and eligibility for access to Sensitive Compartmented Information (SCI).
• This position has been designated as Mission Essential.
• Shift work may be required.
• This is a drug testing position.

Qualifications

In order to qualify for this position, you must meet the requirements described below.

Basic Requirements

• Attention to Detail - experience reviewing my own information technology-related work or data and have been responsible for reviewing the work of others to ensure accuracy, completeness, and consistency with standards.
• Customer Service - developing and maintaining relationships with customers, anticipating and assessing the current and future information technology needs of customers, and developing or identifying information technology products or services that are tailored to meet customer needs.
• Oral Communication - briefing senior-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of complex technical information to a non-technical audience.
• Problem Solving - identifying alternatives to address unique, highly complex, or sensitive information technology-related issues. I have anticipated information technology-related problems and have identified and evaluated potential sources of information to generate alternative solutions.

Qualifying Experience

• Supervising or leading employees responsible for delivering IT customer-support services, including planning work, establishing priorities, assigning workloads, providing technical guidance, and resolving operational issues;
• Managing IT customer-support operations involving troubleshooting, incident or service-request resolution, customer assistance, training, or service-delivery improvement;
• Managing IT projects or IT capability portfolios by coordinating customer requirements, technical teams, resources, schedules, risks, and delivery of IT services or products; and
• Developing, implementing, or interpreting IT customer-support policies, procedures, or service-delivery strategies to resolve complex IT problems and improve organizational performance

Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

There is no substitution of education for the qualifying experience at the GG-14 grade level.

Additional Information

• This position is in the Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It is being recruited under 10 U.S.C. 1599f into the Cyber Excepted Service (CES) personnel system.
• If you are a current Federal Career/Career-Conditional employee, you will be placed on an Excepted appointment.
• This appointment does not confer eligibility to be non-competitively converted to an appointment in the competitive service.
• Salary range includes a Targeted Local Market Supplement (TLMS) in accordance with Section 1599f of Title 10 U.S.C. and Department of Defense Instruction (DoDI) 1400.25, Volume 3006.
• A three year trial period may be required if you have not previously completed a trial or probationary period in the excepted or competitive service.
• Telework availability will be based upon the mission requirements and supervisory determination
• Individuals tentatively selected for drug testing designated positions at the Defense Information Systems Agency will be required to submit to urinalysis for illegal drugs prior to appointment or placement.
• We may use this announcement to fill additional vacancies within 90 days of the closing date.
• Moving costs MAY be paid.
• The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here.
• Salary plus Cost of Living Allowance (COLA) is authorized. This rate is subject to change without notice.
• Recruitment, relocation, or retention incentives MAY be authorized.
• This position is covered under DoD Manual 8140 which will be subject to future Cyber Workforce requirements as defined by the Manual.
• This position has been designated as "Mission Essential." Incumbent will be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.
• Employee is subject to recall or call back during off-shift hours, 7 days a week, 24 hours a day, if required by upper management.
• Shift work required. Shift hours will be: 24 x 7 x 365 basis.
• Because this position is in the Cyber Excepted Service, Veterans' Preference will be applied to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement." If you are a veteran claiming veteran's preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package.
• For more information on the Cyber Excepted Service Personnel System, click here.
• For more information on veterans' preference, click here.
• For more information regarding qualifications requirements, click here.
• If selected, the authorized rate of pay may exceed the stated maximum salary rate range under certain circumstances.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.