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    • Supervisory IT Specialist - Washington - Office of the Assistant Secretary for Administration and Management

    Office of the Assistant Secretary for Administration and Management
    Office of the Assistant Secretary for Administration and Management Washington

    1 month ago

    Default job background
    Description

    Job Title: Customer Service Branch Chief

    Description:

    This position serves at a Customer Service Branch Chief in the Office of the Chief Information Officer (OCIO) Information Technology Operations and Services (ITOS), Enterprise Service Desk (ESD) Branch, and performs a variety of supervisory duties in support of the Enterprise Service Desk.

    The mission of the Department of Labor is to protect the welfare of workers and job seekers, improve working conditions, expand high-quality employment opportunities, and assure work-related benefits and rights for all workers.

    Responsibilities:

    • Serve as the Customer Service Branch Chief for headquarters and key advisor to the Division Chief of Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk) in customer experience, operations, efficiencies, and quality of services.
    • Lead the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor.
    • Works with other IT managers to provide a cohesive customer experience.
    • Lead and coordinate the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base).
    • Oversee the 24/7 Level 1 (phone) support services.
    • Apply industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact.
    • Manage the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided.
    • Apply the appropriate industry frameworks within the Support Center to fulfill the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach.
    • Monitor and report on service level targets for incidents, problems, and requests fulfillment; regularly presenting performance results to the Agency executive leadership.
    • Maintain and test contingency plans to ensure high availability of the Support Center services.
    • Formulate and defend IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources.
    • Develop performance standards and evaluates work performance of direct reports.
    • Serve as one of the program managers for the labor services support contract.

    Requirements:

    You must meet the Basic Requirements and the Specialized Experience to qualify for Supervisory IT Specialist (Customer Service Branch Chief), as described below.

    Applicants 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.
    • 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.
    • 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.
    • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

    AND Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-14 in the Federal Service.

    Estimated Salary:$123,000 - $160,000 per year based on location and experience.

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