Supervisory IT Program Manager

Duties
The selectee will serve as a Supervisory IT Program Manager in the Office of the Chief Information Officer, Information Technology Operations Program, Customer Solutions Branch. Typical work assignments include:

• Providing input to strategic planning, system analysis, design, systems integration and program development; developing new work methods, standards, and practices designed to improve the quality and productivity of the Customer Solutions Branch; and developing plans and strategies to modify the IT customer support’s short and long range goals and objectives.
• Managing the IT Service Center and researches customer IT problems using a wide variety of resources (i.e. internal knowledge base and external technical resources) to troubleshoot and implement/maintain a proficient and compliant IT Service Center and tools to professionally manage IT customer support.
• Supervising technical specialists and contractors who provide front-line IT and communications customer support to USSS headquarters, national capital area offices in Washington DC, field offices and protective sites in support of the USSS dual missions.
• Advising agency management on the implications and feasibility of program plans, proposals, and recommendations presented to improve customer support; establishing and maintaining Standards of Operation and Procedures (SOP) that govern IT customer support and IT Service Center operations; and preparing background documentation, decision papers, staff summary sheets and appropriate briefings for management.

Qualifications
Basic Requirement:
In addition to the specialized experience required, candidates must have IT-related experience demonstrating each of the four competencies listed below.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
   And
   Specialized Experience:
   GS-15: You qualify for the GS-15 level (starting salary $131,767) if you possess one year of specialized experience equivalent to the GS-14 level performing duties such as leading, developing and implementing agency-wide IT strategies that impact capital or strategic planning; developing and implementing enhancements to an agency’s information technology and communications infrastructure to support IT customer services; and providing technical guidance regarding the short and long-term allocation of IT resources (i.e. capital, technological, financial).
   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 critical 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 experience.
   Time-in-Grade: Current Federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the Federal service.
   Qualifications Must Be Met: The qualification requirements listed above must be met by the closing date of this announcement.
   The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.