Summary Selectee serves as the Director of Customer Services Directorate (CSD). You will be responsible for leadership and oversight of the following branches: Information Management Branch, Customer Relationship Branch, Inventory and Asset Management Branch, and Customer Productivity Branch. CSD also provides a broad range of policy and technical guidance to Agency business units on issues, including project management, cyber-security, application development, capital planning, and other related tasks. Responsibilities The duties may include, but are not limited to: Provides strategic and operational direction for the IT project management, information management, customer relationship, and customer productivity. Leads IT governance in the development of Agency IT strategy and operational plans and in tracking performance. Provides leadership and support for the agency's information technology investment process through use of Service Delivery Managers (SDM) for analytical reviews of projects. Integrates the Agency's information technology investment process with strategic and operational plans, and with the processes for making budget, financial, and program management decisions. Supervises employees and negotiates with senior level managers of non-supervised employees to assure compliance and participation of all necessary personnel involved with accomplishing the tasks. Requirements Conditions of Employment Qualifications Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. TIME-IN-GRADE: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. GS-15: Applicants must have one year of specialized experience equivalent to the next lower grade level (GS-14) that may have been obtained in the private or public (local, county, state, Federal) sectors which demonstrates: Leads organization to meet customer needs using internal, external, and organization-wide resources in a synchronized and repeatable manner. Develops performance metrics to optimize help desk support, Service Delivery Manager engagement, and IT system use for organizational processes. Translates complex IT-terms into understandable tasks for staff execution, leadership and program support, funding alignment, and operational delivery. Advises executive leadership, represents organization, and builds coalitions with IT service providers and customer service groups in other parts of the organization. Prepares budgets, oversees staff, and delivers customer service to programs, VIPs, and geographically separated facilities and employees. (NOTE: There is no education substitution at this grade level.) In addition, all applicants qualifying based on experience must have IT-related experience demonstrating each of the four competencies listed below. Applicants must demonstrate possession of these competencies within the body of the resume; no separate statements addressing them are required. 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. 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education There is no education requirement for this position. Additional Information Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), Visit the OPM website for information on how to apply as a CTAP, RPL, eligible. To exercise selection priority for this vacancy, CTAP/RPL candidates must meet the basic eligibility requirements and all selective factors. CTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP applicants must receive a rating of at least 85 out of a possible 100. First time hires to the federal government normally start at the lowest rate of the salary range for the grade selected. Travel, transportation, and relocation expenses will not be paid. Any travel, transportation, and relocation expense associated with reporting for duty will be the responsibility of the selected employee. This is a temporary promotion not to exceed one year, but may be extended up to five years. The selectee will return to their former position of record or like position (same, grade, full performance level and location), after completion of the temporary appointment. This temporary promotion may be made permanent without further competition. 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.
