Supervisory Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Alexandria, Virginia
Posted
Oct 05, 2019
Closes
Oct 13, 2019
Hours
Full Time
Duties

Summary

Come work for the USPTO, we have been ranked as one of the Best Places to Work in the Federal Government®! The U.S. Patent and Trademark Office (USPTO) has been serving the economic interests of America for more than 200 years. We are responsible for granting US intellectual property rights for patents and trademarks. The USPTO is headquartered in Alexandria, Virginia, and has over 12,000 employees. For more information about the USPTO, please visit the USPTO Careers Website .

Learn more about this agency

Responsibilities

As the Director of the Service Desk Operations Division, you will be responsible for the following:
  • Planning, directing, and managing the activities of the Division, establishing long and short range goals, determining the resources required to accomplish the functions assigned to the division.
  • Developing procedures and establishes business area contacts for performing regular, periodic reviews of SDOD services. Working with other OCIO groups and USPTO business areas to ensure accuracy and consistency of services provided.
  • Identifying financial and manpower resources necessary to carry out programs. Justifying funding levels for continuing and improving service to solve IT systems, software, or hardware problems and provide specialized application and program area support.
  • Justifying funding levels for continuing and improving service to solve IT systems, software, or hardware problems and provide specialized application and program area support.
  • Developing policies, procedures, and technical standards for the key process areas of the Division to ensure timely, reliable, innovative, and cost-effective access to USPTO information technology services and product.


Travel Required

Not required

Supervisory status
Yes

Promotion Potential
15

Requirements

Conditions of Employment

  • You must be a U.S. Citizen or National.
  • You must meet the definition of specialized experience.
  • You must meet time-in-grade-requirements.
  • Required to pass a background investigation and fingerprint check.
  • Must be registered for Selective Service, if applicable (www.sss.gov)
  • Suitable for Federal employment.

Time-in-grade/band requirements must be met by the closing date of the announcement unless eligible for special hiring authority, reinstatement eligible, non-current Federal employee applying as a VEOA eligible which do not require time-in-grade/band.

Qualifications

You must meet the following United States Office of Personnel Management's (OPM) qualification requirements for the advertised position. OPM's prescribed Group Coverage Qualification Standard for Information Technology Management can be found here . You must meet all qualification requirements including time-in-grade (refer to 5 CFR 300.604 for more information on time-in-grade) by the closing date of the job announcement.

Specialized Experience:is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service.

Candidates for the GS-15 grade level must have at least 52 weeks of specialized experience equivalent to the GS-14 grade level in the Federal service.

Specialized experience for this position includes:
  • Experience developing policies, procedures, and/or technical standards for an information technology office;
  • Experience utilizing databases which are specifically designed to house all information regarding a configuration item; and
  • Experience using Remedy and/or other IT Service Management (ITSM) products.

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.

In addition to meeting specialized experience requirements, you must have IT-related experience demonstrating these competencies:

Attention to Detail - Is thorough, accurate and consistent when accomplishing a task with concern for all the areas involved. Pursues quality in all tasks performed.

Customer Service - Anticipates and meets the needs of both internal and external business partners 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). Provides information or assistance. Delivers high-quality products and services; is committed to continuous improvement. Effectively manages customer relationships.

Communication - Makes clear and convincing oral presentations to individuals and groups. Listens effectively; clarifies information as needed. Speaks and writes in a clear, concise, organized, and convincing manner that is appropriate to the audience. Facilitates an open exchange of ideas to ensure all group input is considered. Handles technical, sensitive or controversial topics with agility, involving executives/managers as appropriate.

Problem Solving - Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes sound recommendations.

The incumbent must also possess the following supervisory competencies to be successful in this position:
  • Accountability: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules.
  • Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
  • Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions.
  • Flexibility: Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles.
  • Integrity/Honesty: Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics.
  • Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
  • Oral Communication: Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed.
  • Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.
  • Resilience: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks.
  • Written Communication: Writes in a clear, concise, organized, and convincing manner for the intended audience.


Education

Education may not be substituted for specialized experience at this grade level.

Additional information

Applicants applying for this position must be a United States Citizen.

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 not a Bargaining Unit position.

This is a Public Trust position and has a risk level designation of "High Risk".

Background Investigation - 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.

FINANCIAL DISCLOSURE: The Ethics in Government Act of 1978 requires the applicant selected for this position to submit a Confidential Financial Disclosure Report (OGE Form 450) within 30 days of appointment and annually thereafter

The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website .

Probationary Period- If selected, you may be required to complete an initial one-year probationary period.

Supervisory Probationary Period- If selected, you may be required to complete an initial one-year supervisory probationary period.

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

Relocation Expenses are not authorized and will not be paid.

CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: http://www.opm.gov/ctap . CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.

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.

All application materials become the property of the United States Patent and Trademark Office.

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 ( oeeod@uspto.gov ) 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.

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

Your eligibility for consideration and qualifications for the position will be determined based upon a review of your detailed resume and your responses to job specific self-assessment questions. Your resume will be evaluated based on evidence of your ability to demonstrate possession of any specialized experience and how well your background and experience relates to the self-assessment questions in the job announcement.

The self-assessment questions relate to the following knowledge, skills, abilities, and competencies (KSA's). You do not have to respond to the KSA's.

KSA 1 - Knowledge of project management principles, methods, and practices.

KSA 2 - Skill in applying, advanced IT principles, concepts, methods, standards, and practices.

KSA 3 - Knowledge of the OCIO Service Desk, its functions and of the Information Technology Infrastructure Library (ITIL) to develop and document processes and procedures to improve service delivery.

KSA 4 - Ability to supervise a staff.

Your responses to the self assessment questions serve as the basis for your initial rating. You will receive a numerical score based on your responses to these questions. Next, your responses will be evaluated by a Human Resources Specialist and/or a subject matter expert against the information provided in your resume and optional cover letter. Your resume must support your answers to the self assessment questions, or your score may be adjusted or lowered accordingly which may affect your overall final rating. The best qualified candidates will be identified for referral to the hiring manager and may be invited for an interview. If referred all relevant documents submitted with your application package will be forwarded to the selecting official, due weight shall be given to performance appraisals and awards in accordance with 5 CFR § 335.103(b)(3), during the interview/selection process conducted by the hiring manager. Falsifying your background, education, and/or experience is cause for not hiring you or for changing your scored responses to questions you've answered, which may affect your overall final score.

If you are invited for an interview, you will be asked to bring a copy of your most recent performance appraisal.

Please note that a complete application is required for consideration. (Please review the "Required Documents" section of this job announcement to see what must be included in a complete application).

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

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 titles, salary, employment dates, duties, experience and how it relates to the specialized experience 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. Any experience claimed in a cover letter should be substantiated by information contained in your resume. A HR Representative will validate the qualifications of those candidates eligible to be referred to the hiring official.

Supporting Documents:

PLEASE NOTE: Applicants who meet the minimum eligibility and qualification requirements for this position may be contacted via email within 7 business days of this announcement closing to submit follow-up supporting docs if applicable. Applicants applying as current/former Federal employees OR as VEOA eligibles who fail to submit supporting documents within 5 business days of receiving the email request will lose further consideration for this position. Applicants claiming CTAP/ICTAP or Sch A eligibility who fail to submit supporting documents within 5 business days of receiving the email request will not lose consideration for this position, however they will not be entitled to special or priority consideration. Supporting docs that may be requested of applicants after the closing date of this announcement are:

1. Notification of Personnel Action (SF-50) - For current and/or former Federal employees, your status eligibility and highest permanent grade/step/salary held in the Federal service will be validated with a copy of your most recent SF-50, "Notification of Personnel Action" so that we may verify your time-in-grade.

2. Performance Appraisal - Recent performance appraisal with supervisor's signature showing the official final rating of record, and copy of incentive award(s). In cases where the performance appraisal is incomplete or unavailable, applicants may provide explanation of the reasons.

3. Veterans Employment Opportunities Act (VEOA) documents - If you are a Veteran claiming eligibility under VEOA, you will be asked to submit a copy of your DD-214. Veterans must include dates of military service on their application materials, and submit a copy of each Certificate of Release or Discharge from Active Duty, DD-214. For more info, please visit Special Appointing Authorities for Veterans .

4. Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) documents - Applicants will be asked to submit:
(1) A copy of your specific RIF notice, written notice of your expected separation or other documents of priority consideration status;
(2) A copy of your latest SF-50 noting current position, grade, and duty location;
(3) A copy of your last performance appraisal and the rating; and
(4) Any documents from your agency that shows your current promotion potential.

5. Special Appointing Authorities - If you are applying under the special appointing authority such as those authorized for the severely disabled (Schedule A) or Vietnam era and disabled veterans (VRA), you will be asked to submit documents showing eligibility to non-competitively apply under Merit Assignment announcements. Please indicate the type of special appointment you are seeking on your application. For more info on non-competitive appointments and supporting documents, please visit Federal Employment of People with Disabilities or Feds Hire Vets - Special Hiring Authorities for Veterans .

You can choose ONE of the following methods to submit Supporting Documents:
1) You can upload your documents when you register or update your information on the Dept. of Commerce site which you access through the USAJobs site.
OR
2) You can fax your documents to 571-258-4254 using the system generated fax cover sheet.
Your application and all required documents must be received by 11:59 pm ET on the closing date of this job announcement.
NOTE: The preceding documents requirement are based on job requirements and individual applicant eligibility. Not all documents are applicable to all applicants; if you are unsure which documents apply to you, contact the HR Specialist listed on this announcement.

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.

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