Deputy Division Chief and Supervisory Information Technology Specialist (Customer Support)

Duties

Serving as a Supervisory Information Technology Specialist (Customer Support) GS-2210-14 makes you a valuable member of the Federal Law Enforcement Training Centers (FLETC) team and mission. This position is located in the Enterprise IT Services Division (ITS) under the Chief Information Officer (CIO) Directorate.

The primary purpose of this position is to serve as the Deputy Division Chief and Supervisory Information Technology Specialist (Customer Support) responsible for assisting the Division Chief in the planning, budgeting, design, security, development, acquisition, configuration, implementation, testing, documentation, optimization, support, maintenance, and disposal of electronic and information technology (EIT) systems across the enterprise.

Typical Duties Include

• Providing leadership and supervision for a subordinate staff of employees who accomplish the work of the division's customer support and associated IT programs
• Assisting subordinate employees in the establishment of tactical goals and objectives aligned to strategic goals and objectives; inspiring and motivating them toward achievement; making decisions on work problems presented by employees; developing and reviewing employee annual work plans; and conducting other reviews as required
• Managing the division's customer support and related information technology (IT) activities, responsibilities, and resources to include a wide range of enterprise business activities, including strategic planning, performance planning, policy and standards development, budgeting, IT service management, end user IT solution planning, enterprise architecture, portfolio management, knowledge management, and information security
  
  

Background Investigation: To ensure the accomplishment of our mission, FLETC requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Suitability/Fitness as a condition of placement in this IT Non Sensitive, Moderate Risk position. This review may include financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs.

Physical Demands: The work is done mostly at a desk. Some walking and standing occurs during travel to FLETC sites and other locations. No significant physical effort is required.

Work Environment: The work is performed in a normal office setting. No unusual risks or hazards are present.

Requirements

View common definitions of terms found in this announcement:

Conditions of employment

• You must be a U.S. citizen to apply for this position.
• Males born after 12/31/1959 must be registered for Selective Service.
• You must successfully pass a background investigation.
• Current and former federal employees within the General Schedule (GS) must meet the time-in-grade requirements outlined in the "Qualifications" section of this announcement.
• This is a non-bargaining unit position.

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• Must possess and maintain a valid state issued driver's license to conduct official government business.
• You will need to set up direct deposit so we can pay you.
• Complete the initial online assessment and USAHire Assessment, if required.
• This position is eligible for situational only telework based on agency policy.
• Occasional travel may be required.
• Overtime may be required.
• Weekend and federal holidays may be required.
• This position is Emergency Essential required to sustain operations under all conditions to ensure Continuity of Operations for Mission Essential Functions or Primary Mission Essential Functions.
• Required to complete an OGE 450, Confidential Financial Disclosure Report, within 30 days of starting federal employment and annually thereafter as long as you occupy a position that requires financial disclosure reporting.
• Must possess and maintain a valid state issued driver's license to conduct official government business.
• Must possess and maintain Federal Acquisition Certification - Contracting Officer Representative (FAC-COR) Level III certification; or have the requisite experience to obtain and maintain certification.
• Subject to a supervisory probationary period.
  
  

Qualifications

A resume must be no more than two pages. If an applicant's resume exceeds two pages, the USAJOBS database will not allow the application to be submitted. For additional assistance, please visit:

This position has a Selective Placement Factor (SPF). If your resume doesn't demonstrate possession of the SPF, you will be rated ineligible.

The SPF for this position is: Must possess and maintain Federal Acquisition Certification - Contracting Officer Representative (FAC-COR) Level III certification; or have the requisite experience to obtain and maintain certification.

Basic Requirement: Individuals qualifying based on experience must have Information Technology (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; in addition to the four competencies listed above you must possess at least one (1) year of specialized experience as described below:

Specialized Experience

You qualify for the GS-14 grade level if you possess one year of specialized experience, equivalent to the GS-13 grade level in the Federal government, demonstrating the ability to perform IT customer support and supervisory/managerial responsibilities at a full performance level. Your experience must show all of the following:

• Leading and supervising an IT customer support organization (e.g., service desk, end-user computing, AV/multimedia, and/or telecommunications) for a bureau, component, or multi-site environment; AND
• Managing program-level IT customer support services that span multiple locations or mission areas; AND
• Designing, implementing, and improving IT Service Management (ITSM) processes based on frameworks such as ITIL; AND
• Planning, budgeting, and managing complex IT projects or portfolios in the customer support and end-user services space; AND
• Providing authoritative advice and consultation to senior managers and stakeholders on IT service and customer support issues; AND
• Integrating cybersecurity, continuity of operations, and related risk management requirements into enterprise IT services; AND
• Building and maintaining collaborative relationships with internal and external stakeholders to support enterprise IT services
  
  

Substitution of education in lieu of specialized experience may not be used for this grade level.

All qualifications and eligibility requirements must be met by the closing date of the announcement.

Time-in-grade: Current General Schedule (GS) federal employees, and those that have served in GS positions within the last 52 weeks, must have served 52 weeks at the next lower grade, or a combination of the next lower grade level and an equivalent band in the federal service by the closing of this announcement.

Note: Current or former Federal employees MUST submit a copy of their SF-50 Form which shows competitive service appointment ("position occupied" block 34 on the SF-50 should show a "1"), tenure group (block 24 should show a 1 or 2), grade, and salary. If you are applying for a higher grade, please provide the SF-50 Form which shows the length of time you have been in your current/highest grade (examples of appropriate SF-50s include promotions, With-in Grade/Range Increases, and SF-50s dated a year apart within the same grade/job). If you have promotion potential in your current position, please provide proof. Employees applying with an interchange agreement must provide proof of their permanent appointment. IF YOU DO NOT SUBMIT ALL OF THE REQUIRED DOCUMENTATION, YOU WILL NOT RECEIVE CONSIDERATION AS A STATUS CANDIDATE.

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.

Pursuant to Executive Order 12564 and FLETC policy, FLETC is committed to maintaining a drug-free workplace and, therefore, conducts random and other drug testing of its employees in order to ensure a safe and healthy work environment. Headquarters personnel in safety- or security-sensitive positions are subject to random drug testing and all applicants tentatively selected for employment at FLETC are subject to drug testing resulting in a negative test result.

Education

Not Applicable

Additional information

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here:

A relocation incentive is generally a single payment intended to offset some of the relocation costs experienced by the selectee. A recruitment or relocation incentive may be authorized.

The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR 213.3102(u), and or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR 315.707.

The Fair Chance to Compete for Jobs Act prohibits the Department of Homeland Security and its Components from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. In accordance with 5 U.S. Code

• 9202(c) and 5 C.F.R
• 920.201 certain positions are exempt from the provisions of the Fair Chance to Compete Act. Applicants who believe they have been subjected to a violation of the Fair Chance to Compete for Jobs Act, may submit a written complaint to
  
  

Career Transition Assistance Program/Interagency Career Transition Assistance Program (CTAP/ICTAP) Eligibles: If you have never worked for the federal government, you are not CTAP/ICTAP eligible. View information about

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.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.