Duties

Summary

This position is located in the U.S. Department of State, Bureau of Information Resource Management (IRM), Deputy Chief Information Officer for Operations (OPS), Consolidated Customer Support Office (CCS), Information Technology Service Center (ITSC). The incumbent functions as the ITSC Division Chief and leads, directs and manages a staff that provides a broad range of problem resolution and technical support to IRM and its customers throughout the DOS domestically and overseas.

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Responsibilities

• Consults with and advises the CCS Office Director on budgetary and program planning for support needs and programs on a short-term, yearly and long-term basis.
• Plans, organizes, and manages the development and delivery of a broad range of problem resolution and technical support services that enhance the ability of customers worldwide to fully and effectively support IRM products and services.
• Oversees the resolution of unusually complex technical issues, which are of vital importance to Division functions and programs.
• Serves as liaison with executives and representatives of the Department and technical experts throughout the Department in order to resolve technical issues and to coordinate implementation of changes in support of Division programs.
• Performs duties of Government Technical Monitor (GTM) for contracted work. Provides internal accountability for the organization by monitoring and ensuring that services performed meet provisions and specifications of Service Level Agreements.
• Carries out related duties and responsibilities typical of a second level supervisory position in DOS, such as overseeing the work of Branch supervisors and through these employees Federal and contracting staff.

Travel Required

Not required

Supervisory status
Yes

Promotion Potential
15

Requirements

Conditions of Employment

• U.S. Citizenship is required.
• Must be able to obtain and maintain a Top Secret security clearance.
• New supervisors must successfully complete a 1 year probationary period.
• Incumbent will be subject to random drug testing.
• Verification of employment eligibility in the United States is required.
• This is a supervisory position.

Qualifications

Applicants must meet all the required qualification requirements, including education, and any selective placement factors described below by the closing date of this announcement.

If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.

NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Applicants applying for the GS-15 grade level must meet the following requirements:

Have IT-related experience demonstrating EACH of the four competencies AND the specialized experience listed below:

Attention to Detail - Provide internal accountability for the organization by monitoring and ensuring that services performed meet provisions and specifications of Service Level Agreements (SLAs).

Customer Service - Plan, organize, and manage the development and delivery of a broad range of problem resolution and technical support services that enhance the ability of customers worldwide to fully and effectively support IRM products and services.

Oral Communication - Serve as liaison with executives and representatives of the Department and technical experts throughout the Department in order to resolve technical issues and to coordinate implementation of changes in support of Division programs.

Problem Solving - Oversee the resolution of unusually complex technical issues, which are of vital importance to Division functions and programs..

AND

Have at least 1 full year of specialized experience equivalent to the GS-14 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following:

Experience consulting with and advising senior management on budgetary and program planning for support needs and programs on a short-term, yearly and long-term basis.

Experience planning, organizing and/or managing the development and delivery of a broad range of problem resolution and technical support services.

Experience overseeing the resolution of complex technical issues which are of vital importance to the organization's functions and programs.

Experience serving as a liaison with executives and representatives and technical experts in order to resolve technical issues and to coordinate implementation of changes in support of programs.

Experience monitoring and ensuring that services performed by contract staff meet provisions and specifications of service level agreements.

NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.

There is no substitute of education for specialized experience for the GS-15 position.

In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities:

• Ability to assign, review, and supervise the work of others;
• Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances;
• Ability to adjust to change, work pressures, or difficult situations without undue stress;
• Willingness to consider new ideas or divergent points of view; and
• Capacity to "see the job through."

Education

See the qualifications section of this vacancy announcement for education requirements, if applicable.

Additional information

For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or ReasonableAccommodations@state.gov.

EMPLOYMENT ELIGIBILITY VERIFICATION PROGRAM (E-Verify) - U.S. law requires organizations to employ only individuals who may legally work in the United States - either U.S. citizens, or foreign citizens who have the necessary authorization. This agency utilizes E-Verify to compare information from the Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration (SSA) records to confirm employment eligibility. If the employee's information does not match DHS and/or SSA records, the employee is given an opportunity to resolve the problem. If eligibility cannot be verified, employment will be terminated.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your qualifications will be evaluated on the following knowledge, skills, abilities (KSAs) and other characteristics that are relevant to the duties of this position and must be fully supported by information in your resume:

Knowledge of, and experience in, IT systems and/or desktop computer systems.

Knowledge of project management principles and processes, budget and resource control and cost/benefit analysis and risk management.

Knowledge of information technology performance measures.

Ability to interpret and apply legislation, statutes, policies, and regulations governing information technology.

Ability to apply program management principles, methods, and practices.

Ability to communicate effectively both orally and in writing.

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. 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). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. For assistance with creating a resume, please click here .

Qualified candidates are assigned a score between 70 and 100. Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) candidates must be rated "Well Qualified" for the position and earn a score of at least 85 (when applicants are rated in a range of 70 to 100) to receive consideration for special priority.

If, after reviewing your resume and self-assessment questionnaire responses and a determination is made that you have inflated your qualifications and/or experience, a score will be manually determined that reflects your documented experience. This may result in a lower score, which may also eliminate you from consideration for this position.

Applicants must meet all the qualification requirements and submit any required supporting documentation by the closing date of this job opportunity. Applicants found to be among the top qualified candidates will be referred to the hiring official for further consideration and possible interview.

To preview questions please click here .

Background checks and security clearance

Security clearance
Top Secret

Drug test required
Yes

Required Documents

All required documents listed below, that are applicable to you, must be submitted to our automated system "Gateway to State" by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.

1. Resume - your resume or any other written format you choose should contain the required information as specified in the "How You Will Be Evaluated" section. Insufficient information will result in an ineligible rating.

2. A completed online job specific self-assessment questionnaire through the Department's automated system "Gateway to State".

3. Transcripts - if applicable, see the Qualifications section of the announcement. If selected, an official/sealed college transcript(s) will be required to verify education prior to employment.

4. If you are qualifying based on other criteria listed under the Qualification Section of this announcement, you must submit the required supporting documentation (certificates, certifications, etc.) with your application by the closing date.

5. Performance Appraisal - All current Federal employees and reinstatement eligible applicants must submit a copy of your most recent completed annual performance appraisal that includes the final rating. If a performance appraisal does not exist, is incomplete or unavailable, a Form DS-1812 (Applicant Appraisal) or equivalent form from another agency signed by the current supervisor is acceptable. Mid-year progress reviews will not be accepted.

6. Current, former, and non-competitive Federal employees must submit SF-50s (Notification of Personnel Action) that show: effective date, position title, series, grade, salary, tenure, position occupied, full promotion potential, and name of agency. Examples include promotion & within-grade increase actions. Award SF-50s often do not show this information. Multiple SF-50s may be needed to show all information.

7. Veterans who are preference eligibles OR who have been separated from the Armed Forces under honorable conditions (honorable or general discharge) after 3 or more years of continuous active service may apply under the Veterans Employment Opportunities act (VEOA). You must submit a DD-214 Certificate of Release or Discharge from Active Duty (Member Copy 4 is preferable) showing the dates you served as well as your type of discharge and qualifying service campaign medals OR if you are still on active duty, you MUST submit a certification on letterhead from your military branch which contains your military service dates, expected date of discharge or release, and the character of service to show that your military service was performed under honorable conditions. The expected date of discharge or release must be no later than 120 days after the certification is submitted for consideration for this job announcement.

Current Federal employees applying under the Veterans Employment Opportunities Act (VEOA) must submit a qualifying SF-50 to show you meet time-in-grade requirements.

If you are applying as a preference eligible with a compensable service-connected disability of 30% or more, in addition to the DD-214 or certification, you must also submit a current version of the SF-15 (Application for 10-Point Veteran Preference), dated October 2013, and the required supporting documents listed on that form. Previous editions of the SF-15 will not be accepted. For more information on veterans' preference, click here .

To gain access to your DD-214 online, please visit: http://www.archives.gov/veterans/military-service-records/get-service-records.html. For more information on Veteran Authorities, consult the Vet Guide .

8. CTAP/ICTAP eligibles must submit a copy of the appropriate documentation with their application. See links below:

ICTAP Considerations

CTAP Considerations

9. If you are applying under a special hiring authority you MUST submit proof of eligibility with your application. For information related to special hiring authorities for severely disabled persons visit: http://www.opm.gov/disability/PeopleWithDisabilities.asp

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.