Supervisory IT Specialist

Summary 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. To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO This position is outside the bargaining unit. Responsibilities Major duties for this position include, but are not limited to the following: 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 fulfil 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 fulfilment; 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. Perform other duties as assigned. Requirements Conditions of Employment Qualifications 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. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for GS-15 includes: Demonstrated senior-level experience directing a centralized 24/7 enterprise IT support center, providing strategic oversight of daily operations, managing and mentoring a team of IT support staff, and ensuring the timely and effective resolution of complex technical issues for both general and executive-level end users. Experience implementing quality assurance, setting service performance metrics, monitoring service quality, and using data-driven methods to identify and implement improvements in service delivery. Experience applying customer service standards to effectively address user concerns, and continuously improve the customer experience. Experience overseeing and managing vendor performance of awarded labor contracts. The mission of the Department of Labor (DOL) 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. As such, the Department is committed to fostering a workplace and workforce that promote equal employment opportunity, reflects the diversity of the people we seek to serve, and models a culture of respect, equity, inclusion, and accessibility where every employee feels heard, supported, and empowered. Education Additional Information Refer to these links for more information: GENERAL INFORMATION, REASONABLE ACCOMMODATION, ADDITIONAL DOCUMENTATION, FORMER FEDERAL EMPLOYEES As a condition of employment, all personnel must undergo a background investigation for access to DOL facilities, systems, information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION You may not be aware, but in the regulations for agency ethics programs, there are requirements for supervisors. Section 2638.103 of Title 5 of the CFR states: Every supervisor in the executive branch has a heightened personal responsibility for advancing government ethics. It is imperative that supervisors serve as models of ethical behavior for subordinates. Supervisors have a responsibility to help ensure that subordinates are aware of their ethical obligations under the Standards of Conduct and that subordinates know how to contact agency ethics officials. Supervisors are also responsible for working with agency ethics officials to help resolve conflicts of interest and enforce government ethics laws and regulations, including those requiring certain employees to file financial disclosure reports. In addition, supervisors are responsible, when requested, for assisting agency ethics officials in evaluating potential conflicts of interest and identifying positions subject to financial disclosure requirements. Supervisory Financial Disclosure (If applicable): This position is subject to the confidential financial disclosure requirements of the Ethics in Government Act of 1978 (P.L. 95-521). Therefore, if selected, you will be required to complete a Confidential Financial Disclosure Report (OGE Form 450) to determine if a conflict or an appearance of a conflict exists between your financial interest(s) and your prospective position with DOL. This information will be required annually. Click here for Telework Position Information This is not a remote work position. The selectee will report to an assigned DOL office location on a regular basis and is eligible for participation in telework as determined by management in accordance with DOL policy. Based on agency needs, additional positions may be filled using this vacancy. The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Click here for Additional Information. The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA, you may file a complaint of the alleged violation following our agency's complaint process Guidelines for Reporting Violations of the Fair Chance Act. Note: The FCA does not apply to some positions specified under the Act, such as law enforcement or national security positions. All Department of Labor employees are subject to the provisions of the Drug-Free Workplace Program under Executive Order 12564 and Public Law 100-71.