Director, Information Management Services

Alexandria, Virginia
Sep 17, 2019
Sep 24, 2019
Executive, Director
Full Time


The United States Patent and Trademark Office (USPTO), a cutting-edge organization dealing with intellectual property issues around the world, is seeking a strategic, enthusiastic, and high performing leader to join the Office of Chief Information Office (OCIO) and serve as the Director, Information Management Services. The Director is responsible for leading the management and oversight of public information services, customer support and enterprise Information Technology management (IT).

Learn more about this agency


The incumbent in this position leads the Office of Information Management Services (IMS) for the OCIO, and is responsible for the management and oversight of public information services, customer support, and enterprise IT service management (ITSM).

The Office is the customer-facing organization for the OCIO and is responsible for the customer experience in OCIO. The Office serves as the primary coordinator for the OCIO dissemination of public information products/services. The Office provides enterprise IT service management support for the USPTO to include incident/problem management, desktop support services, asset management, client software services, and collaborative services support, and external OCIO communications, including social media.

Specifically, the incumbent performs or supervises the following functions:
  • Oversees and manages the delivery of quality information products and services to meet USPTO public and intellectual property community needs.
  • Ensures access to USPTO's products and services through monitoring and proactive response to potential or existing service disruptions through communication, coordination and escalation as needed until the problem is resolved.
  • Provides leadership in implementing and delivering customer support for enterprise software, hardware, network, desktop, web services, and collaboration systems across the USPTO.
  • Responsible for creating and maintaining the virtual workplace by identifying and providing leading-edge collaboration products and services for a remote and geographically dispersed workforce.
  • Oversees the delivery of Tier 1 through Tier 3 incident and problem management through routine service desk and advanced support, software and hardware installation and maintenance, fulfilling requests, troubleshooting issues and providing workable solutions in an ITIL environment.
  • Develops and oversees executive of the Office's budget, complying with all financial policies, procedures and requirements.
  • Focuses senior management's attention on the exploitation of information technology to improve program delivery through modernization, and ensures that proposed investments contribute to USPTO's mission and OCIO's strategic vision.
  • Provides expert high-level technical advice and counsel to the Office of the CIO, stakeholders, users on matters that affect or relate to current and exiting functions and programs.
  • Ensures for the provision of statistics, analysis and summary reports relating to patents and trademarks activity to meet the needs of the USPTO executive management, Federal and foreign government agencies and the public.
  • Evaluates industry-best practices and applies them as appropriate. Keeps leadership apprised of information technology trends and emerging technology.
  • Provides guidance and leadership to subordinate staff, including setting performance standards, conducting performance evaluations and ensuring that supervisors are held accountable for the performance of their organizational units.

Travel Required

Not required

Supervisory status

Promotion Potential


Conditions of Employment

  • You must be a U.S. Citizen or National.
  • Be willing to relocate to the Washington, DC metro region.
  • Required to pass a background investigation and fingerprint check.
  • Financial Disclosure Report (OGE-278) will be required upon appointment.
  • Must be registered for Selective Service, if applicable (

To qualify, the applicant's resume and answers to questions must demonstrate his or her technical and leadership experience/expertise as they relate to the duties described.


As a basic requirement for entry into the SES, applicants must provide evidence of progressively responsible leadership experience that is indicative of senior executive level managerial capability and related to the skills and abilities outlined under Executive Core Qualifications (ECQ) and Professional Technical Qualifications (PTQ). Experience must have been at a high level of difficulty to clearly show that the candidate possesses the required professional/technical qualifications and executive core qualifications set forth below.

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.

Maximum length of 10000 characters when addressing the PTQs and ECQs.

Professional Technical Qualifications: Applicants must clearly demonstrate in their application materials that they possess technical attributes in the Professional/Technical Qualifications (PTQs). The PTQs for this position are:

1. Expert knowledge of collaborative services and technology supporting a virtual workplace for a large customer base (8,000+ users) of on-premises and remote users.

2. Demonstrated expertise and skill ensuring high quality IT support services delivery on a variety of media to technical and non-technical users.

3. Demonstrated expertise leading transformative change to innovate and improve the information technology services provided to an organization.

4. Expert knowledge of and demonstrated ability to oversee and manage a metrics-driven production organization.

Please Note: Current career SES members, former career SES members with reinstatement eligibility, and SES Candidate Development Program graduates who have been certified by OPM, only need to submit a resume and narrative statement covering each of the Professional Technical Qualification (PTQs) requirements and do NOT need to address the Executive Core Qualifications (ECQs).

For the following five Executive Core Qualifications (ECQs), you are required to submit a narrative response addressing your specific knowledge, skills, and abilities that demonstrate your possession of these qualifications. Be sure to provide specific examples of what you have done that demonstrates your possession of each ECQ. Your examples should be clear and emphasize your level of responsibilities, scope, and complexity of the programs managed and program accomplishments with results of your actions.

1. Leading Change - This core qualification involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.

2. Leading People - This core qualification involves the ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide a teamwork, and supports constructive resolution of conflicts.

3. Results Driven - This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high quality results by applying technical knowledge, analyzing problems and calculating risks.

4. Business Acumen - This core qualification involves the ability to manage human, financial and information resources strategically.

5. Building Coalitions- This core qualification involves the ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals.

To view additional information on the preparation of ECQs statements, applicants are strongly encouraged to review United States Office of Personnel Management Guide To Senior Executive Service Qualifications .

Applicants are encouraged to follow the Challenge, Context, Action and Result (C-C-A-R) model outlined in the Guide To SES Qualifications.

Challenge - Describe a specific problem or goal.

Context - Describe the individuals and groups you worked with, and/or the environment in which you worked, to address a particular challenge (e.g., clients, co-workers, members of Congress, shrinking budget, low morale).

Action - Discuss the specific actions you took to address a challenge.

Result - Give specific examples of measures/outcomes that had some impact on the organization. These accomplishments demonstrate the quality and effectiveness of your leadership skills.


This position does not have an education requirement.

Additional information

Probationary Period: You will be required to serve a one-year probationary period unless you previously completed the probationary period in the SES.

Mobility: Organizational and geographical mobility is essential in developing and managing SES leaders and generally is a key to advancement. Therefore, applicants are expected to be mobile and once appointed SES members may be reassigned at the discretion of the appointing authority.

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information

This is a Non Bargaining Unit position. This is a Public Trust position and has a risk level designation of "high" risk.

The incumbent may be required to submit to a drug test to screen for illegal drug use prior to appointment and, if appointed, the incumbent will be subjected to random drug testing procedures.

If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation.

The USPTO participates in E-Verify. For more information on E-Verify, please visit

All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.

Relocation expenses and recruitment incentives may be authorized.

Veteran preference does not apply to the Senior Executive Service.

More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued.

The Ethics in Government Act of 1978, as amended, requires senior officials in the executive, legislative and judicial branches to file public reports of their finances as well as other interests outside the Government. If selected for this position you will be required to file a Financial Disclosure Report (OGE Form 278). The OGE 278 is available to the public. The primary purpose of disclosure is to assist agencies in identifying potential conflicts of interest between a filer's official duties and the filer's private financial interests and affiliations.

The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO's Office of Equal Employment Opportunity & Diversity via email ( ) or phone (571-272-8292).

How You Will Be Evaluated

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

Applicants must clearly demonstrate in their application materials that they possess technical knowledge, experience and attributes in the Professional/Technical Qualifications (PTQs) and Executive Core Qualifications (ECQs).

You will be evaluated for this position based on how well you meet the qualifications outlined in the vacancy announcement. Applicants will be evaluated by a rating and ranking panel on the basis of the quality and extent of total experience, accomplishment and education. The highly qualified candidates will be submitted to the Selecting Official for further review and consideration. Applicants must clearly demonstrate in their application materials that they possess technical attributes in the PTQs. In addition, applications must clearly demonstrate that they possess the leadership attributes in the ECQs.

To preview questions please click here .

Background checks and security clearance

Security clearance

Drug test required

Required Documents

A complete application consists of:

1) A resume or any other written format you choose to describe your job-related qualifications; optional cover letter: Your resume should indicate your citizenship and should list your educational and work experience including job titles, salary, employment dates, duties, accomplishments, and experience and how it relates to the duties outline in the job announcement. Please Note: Responses to job questions that are not fully supported by the information in your resume may result in adjustments to your rating.

2) Your narrative response to the four Professional Technical Qualification (PTQs). Please note: Responses to the four PTQs that are not fully supported by the information in your resume may result in adjustments to your rating. Do not write "see resume." In addition, responses to the PTQs should be addressed in narrative form.

3) Your narrative response to the five Executive Core Qualifications (ECQs). Please Note: Responses to the five ECQs that are not fully supported by the information in your resume may result in adjustments to your rating. Do not write "see resume." In addition, responses to the ECQs should be addressed in narrative form.

4) If you are a Federal Employee, please submit a current Notification of Personnel Action (SF-50) that shows your position title, series, and grade level. If you are a current or previous Senior Executive Service career member you must submit a copy of your SF-50 to show proof.

NOTE: Submit only the documents requested. Additional documents will not be reviewed by the rating panel.

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.

Similar jobs