SUPERVISORY INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Duties

As a SUPERVISORY INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT), you will:

• Conduct multiple supervisory duties such as approving leave, developing performance standards, evaluating employee's performance, interviewing and selecting candidates for vacancies, promotions, details, and reassignments in consideration of skills and qualifications, mission requirements, equal opportunity and diversity objectives; counsels employees, and other responsibilities of a supervisor.
• Define standards and measures for quality and customer satisfaction requirements and analyze customer business needs including meeting with key customers and coordinating officials to assess customer satisfaction, explain organization policy and procedures, resolve issues and provide solutions.
• Ensure that the End User Services information technology solutions align with business needs.
• Coordinates plans and schedules with other managers and customers to integrate the division and branch in the overall agency objectives to accomplish the Office of Information Technology (OIT) mission.
• Represents the organization as it relates to OIT, business and functional area organizations by managing the day-to-day activities of multiple projects; establishes, develops, and maintains effective working relationships with all areas of OIT, other agency representatives, vendors and personnel at all management levels.

Qualifications

BASIC QUALIFICATIONS
Your resume must demonstrate you have IT-related experience in each of the four competencies listed below:

• Attention to Detail - Being thorough when performing work and conscientious about attending to detail
• Customer Service - Working 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 - Expressing 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); making clear and convincing oral presentations; listening to others, attending to nonverbal cues, and responding appropriately
• Problem Solving - Identifying problems; determining accuracy and relevance of information; using sound judgment to generate and evaluate alternatives and to make recommendations

GS-14: You qualify at the GS-14 level you must possess one (1) year of specialized experience, which is equivalent to the GS-13 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties:

• Planning, implementing, and managing problem management systems designed to recognize, report, track and resolve problems;
• Evaluating new methods to enhance customer satisfaction and responding to customer requirements;
• Developing and updating customer support policies and procedures.

Please read the following important information to ensure we have everything we need to consider your application:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable), as it relates to this job opportunity. Please be clear and specific when describing your work history as we cannot make assumptions regarding your experience. Your application will also be rated and ranked among others based on your responses to the online questions.

Please ensure EACH work history includes ALL of the following information:

• Job Title (include series and grade if Federal Job)
• Duties (be specific in describing your duties)
• Employer's name and address
• Supervisor name and phone number
• Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008)
• Start and end dates for each grade/pay level if you've held a federal position.
• Full-time or part-time status (include hours worked per week)
• Salary

Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible.

Federal Experience
If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position.

National Service Experience (i.e., volunteer experience)
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 criteria 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 service. Please provide the dates and amount of time/hours worked earning this experience.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution at this grade level.