Duties

Summary

This position is located within the Enterprise Operations Center (EOC) of the Department of Technology Services (DTS). The EOC provides end user and infrastructure operations support to the Federal Judiciary. The EOC consists of multiple divisions and branches for which this position will be providing management oversight.
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Responsibilities

The Customer Support Division is located in San Antonio, TX, and provides support desk services following an ITIL framework. The PACER Service Center, which runs an ecommerce system, is part of that organization. The Infrastructure Operations Division is located in Washington, DC, and provides 24x7x365 operational monitoring and support. The Continuous Improvements Staff is located in San Antonio, TX, and oversees the customer survey process, recommends process improvements, and develops and maintains the measures and metrics.

The incumbent will manage a combined federal and contract staff of 130 or more. The incumbent will work closely with EOC and other AO organizations to ensure all customer interfacing activities and operational functions are successfully accomplished following industry best practices within Judiciary policies.

As part of the DTS, the incumbent will be expected to contribute towards DTS goals including:

Foster customer success through DTS products and services.

Deliver and promote high quality, secure, and innovative IT products and services.

Employ business procedures and standard practices that ensure best value with adherence to industry best practices and standards.

Provide opportunities for employee development.

Duties include, but are not limited to the following:

Advocate for necessary resources, including financial resources, to operate an effective Enterprise Operations Center.

Advise senior management on the cost/benefit analysis for infrastructure operations and end user support programs, processes, policies and enhancements.

Monitor and evaluate the effectiveness of the enterprise's operational infrastructure and work with division chiefs to implement continuous improvements.

Monitor developed measurements and metrics and implement additional measurements to address gaps in services offered and supported by the EOC.

Recommend policy and procedure changes and coordinate the review and approval.

Promote awareness of the EOC issues among management and ensure sound operational and support principles are reflected in the organization's vision and goals.

Oversee the Standard Operating Procedures and Onboarding processes to ensure they follow sound operational and end user support principles.

Oversee the implementation of a new standards based IT Service Management (ITSM) tool.

Work with Division managers to ensure best industry practices are followed whenever possible.

Ensure that plans of action and milestones or remediation plans are in place for vulnerabilities identified during risk assessments, audits, inspections, etc, and completed within the given remediation timeframes.

Ensure EOC reporting requirements for the Service Business Management Staff are met.

Collaborate with key stakeholders to incorporate their operational services into the EOC for operational and end user support.

Collaborate with the other Office Division Chiefs to ensure a seamless level of support is provided to all judiciary stakeholders.

Ensure that end user complaints are adequately addressed.

Ensure that visibility into all layers of the enterprise have visibility within the EOC locations in Washington, DC, and San Antonio, Texas.

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status
Yes

Promotion Potential
00

Requirements

Conditions of Employment

All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.

Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the Administrative Office of the US Courts. In instances where non-citizens are considered for hire into temporary or any other position with non competitive status or when it is confirmed by the AO's Human Resources Office that there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the United States and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at http://www.usajobs.gov/Help/working-in-government/non-citizens. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.

All new AO employees will be required to complete a FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.

You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment. This does not apply to current federal Judiciary employees.

Relocation expenses may be provided, but only if authorized by the Director of the AO.

More than one selection may be made from this announcement.

All requirements must be met by the closing date of this announcement.

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions.

Basic Requirements: You must have Information Technology (IT) related experience which demonstrates proficiency in each of the following competencies:

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

Specialized Experience : Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in both of the following:

Working with systems in a PCI environment; and

managing or leading teams composed of mixed staff.

(Resume must show clear and convincing evidence of all areas of specialized experience. We will not make assumptions.)

Education

This position does not require education to qualify.

Additional information

The AO is an Equal Opportunity Employer.

How You Will Be Evaluated

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

We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.

You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

For this job announcement the following documents and/or information are required:

• Resume - Any written format you choose to describe your job-related qualifications.
• Citizenship - Include country of citizenship on resume.
• Notification of Personnel Action (SF-50) - All applicants outside of the AO must submit a copy of your latest SF-50 to verify current or former Federal employment status.
• Veterans Preference documentation - Certificate of Release or Discharge from Active Duty (DD Form 214), if applicable Application for 10-Point Veteran Preference (SF-15) and an official statement, dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying to the veteran's present receipt of compensation.

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.