SUPV IT SPECIALIST (CUSTSPT)

U.S. Fleet Forces Command; Suffolk (VA); On-site; USD 95,000 - 140,000; Full time

Job summary

NAVAL NETWORK WARFARE COMMAND seeks a SUPV IT Specialist (Cust Spt) to lead the Service Desk operations, focusing on incident management, CRM processes, and program oversight. You will direct a team of civilians and military personnel, ensuring timely provisioning, delivery, and restoration of IT services across end users.

The role requires supervisory authority, DoD cyber workforce qualifications, and the ability to travel between CONUS and OCONUS sites.

Qualifications

• Competencies required: attention to detail, customer service, oral communication, problem solving.
• Experience applying ITIL processes, incident management, and service desk operations.
• Ability to supervise civilian and military personnel and manage workload priorities.

Responsibilities

• Serve as SUPV IT Specialist (Cust_Spt) in Service Desk operations.
• Ensure accurate execution of incident management and service desk processes.
• Direct and supervise team workload, priorities and task assignments.
• Provide analysis and recommendations to improve IT end-user services.

Skills

Attention to detail

Customer service

Oral communication

Problem solving

Job description

Duties

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• You will serve as a SUPV IT SPECIALIST (CUSTSPT) in the SERVICE DESK BRANCH (ESP32), INCIDENT AND SERVICE DESK DIVISION (ESP3), ENTERPRISE SERVICES AND PLANS DEPARTMENT (ESP) at NAVAL NETWORK WARFARE COMMAND.
• You will be responsible for Information Technology Infrastructure Library processes for CRM and Service Desk Services with an in-depth focus on Incident Management and Program Management.
• You will be designated as the Enterprise service Desk Function Manager for all aspects of Service Desk operations.
• You will ensure the Service Desk and all associated processes and functions are accurately executed to expeditiously provision, deliver and restore end-user IT services.
• You will exercise technical and supervisory authority over civilians and military personnel responsible for conducting analysis and recommending solutions.
• You will plan, direct and administer the work of the team utilizing analysis of workload, determination of priorities, assignment of tasks and redirection as required.

Requirements

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Conditions of employment

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• You will be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
• MSP/PPP applicants must currently hold the required security clearance.
• This is a Cyberspace Workforce position, work role code 411, proficiency level INTERMEDIATE the incumbent is required to obtain and maintain qualifications in DoDM 8140.03 Cyber Workforce Qualification and Department of Navy policies.
• Successful completion of a pre-employment drug test (including marijuana) is required. A tentative offer of employment will be rescinded if you fail to report to the drug test appointment or fail the test. You will be subject to random testing.
• This position may require travel from normal duty station to CONUS and OCONUS and may include remote or isolated sites. You must be able to travel on military and commercial aircraft for extended periods of time.
• You will be required to obtain and maintain a U.S. Passport.
• This is a Mission Essential position. You will be required to ensure organization or facility continuity of operations and/or completion of tasks that are considered essential to the mission designated by a local or command decision.
• Supervisors in the executive branch have a heightened personal responsibility for advancing government ethics. You will be required to review the 14 General Principles of Ethical Conduct at 5 CFR 2635.101.

Qualifications

Applicants must have directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills and abilities necessary to successfully perform the duties of the position. Such experience is typically in or directly relates to the work of the position to be filled. You must have IT-related experience demonstrating each of the four competencies listed below:

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of experience demonstrating this competency include: Identifying security risks and determining and developing solutions.
• 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. Experience demonstrating this competency include: Providing advice and recommendations on network 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. Examples of experience demonstrating this competency include: Drafting point papers, briefings, decision memorandums, oral presentations, and technical, administrative and information papers.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of experience demonstrating this competency include: Resolving difficult problems or issues and making recommendations on effectively managing Service Desk operations.

In addition to my experience demonstrating the four competencies above, I have qualifying experience such as:

• Experience planning, scheduling and executing projects.
• Experience administering IT service desk operations.
• Experience performing a variety of functions on a wide range of IT issues.
• Experience identifying security risks and developing solutions.

This position is within the Work Category SUPERVISION & MANAGEMENT at Work Level SENIOR, Series and Grade GG-2210-13.

Additional qualifications information can be found from the following Department of Defense website: https://dodcio.defense.gov/Cyber-Workforce/CES.aspx

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.

Education

This job does not have an education qualification requirement.

Additional information

This position is covered by the Department of Defense Priority Placement Program.

Several vacancies may be filled.

The incumbent may be required to participate in an on-call rotation and respond to operational requirements outside of normal working hours to support incident response and escalation activities.

A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.

Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf.

This position is in the excepted service and does not confer competitive status.

In accordance with DoDI 1400.25, Volume 3005, Section 3.15, all employees newly appointed to a CES position will serve a 3-year probationary period. Permanent and term employees currently serving in a probationary period in the competitive service or a probationary or trial period in the excepted service will complete the period as prescribed in their original conditions of employment in the new CES position if they transfer without a break in service or are promoted, demoted, or reassigned to a CES position.

This position is a DoD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 U.S.C. 1599f.

The Cyber Interagency Transfer Authority (CITA) permits movement of CES employees appointed under Section 1599f of Title 10 U.S.C. and excepted service employees appointed under Schedule A, Section 213.3106(b)(11) of Title 5 CFR, into cyber workforce positions in the competitive service and movement of competitive service employees into DoD Cyber Workforce positions within the Military Departments and Defense Agencies.

This position is subject to an initial drug screening, and random testing thereafter. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability to successfully pass; or refusal to conduct the test may result in: 1) the tentative or final job offer being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment. You may be required to sign a \"Drug Test Statement of Understanding\" if you are selected for this position.

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.

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