Supervisory Information Technology Specialist (Enterprise Operations)

Washington, D.C
Dec 03, 2020
Dec 10, 2020
Full Time


This position is located in the Enterprise Operations Group (EOG), Information Systems and Technology Services (ISTS). ISTS, under the direction of the Chief Information Officer (CIO), is responsible for providing IT resources and services throughout GAO; for maintaining, and facilitating the implementation and support of information technology within the GAO IT infrastructure; and for the administration and maintenance of all major information resources, management systems, and processes.

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  • Supervises, coordinates, monitors, and administers programs associated with WAN/LAN/Wireless infrastructure and Data Center services as well as Voice/Video/Data related technologies and services. Plans distribution of workload and ensures appropriate resources are available. Hears and resolves informal complaints from employees, interviews candidates for positions, recommends appointments, and evaluates performance.
  • Develops strategic, tactical, and operational associated with WAN/LAN/Wireless infrastructure and Data Center services as well as Voice/Video/Data related technologies and services, including goals, deliverables, and expected outcomes that respond to organizational and management needs and designated resources. Proactively manages execution of work and regularly reports to senior management on progress against plans, deliverables, and expected outcomes.
  • Serves as senior manager overseeing the development of short, medium, and long term plans to achieve operational objectives and regularly interacts across functional areas with senior management or executives to ensure ISTS operational objectives are met.
  • Provides management and oversight for the agency's Data Center/LAN/WAN and wireless networks infrastructure. This support includes establishing operational SOPs, monitoring and reporting, maintenance, and escalation and resolution of problems and issues.
  • Oversees the management Data Center operations including but not limited to hardware/software maintenance and upgrades, UPS, HVAC, power distribution, physical environment monitoring and security.
  • Manages the distribution of patches to servers/appliances/end-point devices, distribution of application software to designated devices and users, evaluation and application of security related updates and compliance with security related standards and directives.
  • Serves as a functional escalation point for data center/network related issues & outages. Responsible for oversight of problem identification, notification, escalation, and resolution.
  • Identifies ticket prioritization and business impact assessment of tickets so effective reprioritization may occur.
  • Leads projects that involve existing enterprise infrastructure by defining, documenting and managing the scope, expectations, implementation approach, deliverables, and collaborates on acceptance testing criteria, and participate in formal incident rapid response process for high priority incidents.
  • Implements network change in the context of incident resolution, problem management and service requests.
  • Serves as a Designated Performance Manager (DPM) responsible for supervising, evaluating and documenting work performance of assigned staff. Identifies training and developmental needs and makes provisions for training as required by performance expectations. Coaches staff in skills development, oversees individual development activities, and provides opportunities to develop increased capabilities through a variety of projects and assignments. Hears and resolves employee complaints, recommends disciplinary measures such as warnings and reprimands, and recommends other action in more serious cases. Refers unresolved grievances or more serious complaints to higherlevel management.
  • Conducts detailed operational reviews with staff and executives and highlight and drive enterprise operations infrastructure and process improvement programs.

Travel Required

Occasional travel - Occasional travel may be required.

Supervisory status

Promotion Potential


Conditions of Employment

  • You must be a U.S. citizen
  • You may be required to submit a financial disclosure statement.
  • You must be suitable for federal employment.
  • Registered for Selective Service, if applicable. (
  • May be required to serve a one year supervisory probationary period.

You must meet all qualification requirements before the announcement closes.


Basic Requirements:

Applicants must have IT-related experience demonstrating each of the four competencies listed below:
  • 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 1 year (52 weeks) of specialized experience at the next lower band or level equivalent to the GS-14 in the Federal Service, or comparable private/public sector experience which has equipped the applicant with the skills and knowledge to successfully perform the duties of the position. Specialized experience is defined as experience managing data center/network infrastructure in a large enterprise, Cloud or service provider environment; managing and overseeing Data Center/LAN/WAN and wireless networks infrastructure; providing senior technical leadership and assist in the resolution of problems and issues.

    NOTE: Your application should clearly show your possession of the specialized experience qualification requirement and the four competencies listed above.

    You must meet all qualification requirements before the announcement closes.


    There is no education requirement for this position.

    Additional information

    This announcement has been amended to extend the open period to 12/16/2020.

    This is not a bargaining unit position.

    Based on the staffing needs, additional selections may be made through this vacancy announcement.

    Selectee may be required to file a Financial Disclosure Statement.

    Travel and relocation expenses will not be paid for by the GAO.

    Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System. Visit

    Please be aware that applicants will be required to complete questions contained on the Declaration for Federal Employment (OF-306) at the time a tentative job offer is made. If selected, at the time of appointment, selectees will be required to update the OF-306.

    If you are selected for this position, you will be subject to a determination of your suitability for Federal employment.

    The U.S. Government Accountability Office's policy is to provide equal employment opportunity for all regardless of race, religion, color, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, or gender identity.

    The U.S. GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Initial appointments, permanent or indefinite, to the GAO require completion of a one-year or two-year probationary period.

    How You Will Be Evaluated

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

    If you meet the qualification requirements stated above, you will be further rated based on your responses to the vacancy questions. Please make sure that your responses to the vacancy questions are supported in your resume. Please follow all instructions carefully. If you provide incomplete answers, fail to provide a narrative response to any vacancy question(s) that requires further explanation, or if your response to a vacancy question is "see resume", your rating may be affected or you may be determined ineligible.

    All applicants will be rated based on their responses to the assessment questions, in conjunction with the following Knowledge, Skills and Abilities (KSA's):
    • Mastery level knowledge of techniques used to manage a wide-variety of IT resources (technologies, personnel, hardware, and software) to accomplish organizational initiatives and operations.
    • Expert knowledge of communication techniques that inform, direct, and advise management in procedures, processes, and policies that advance, secure, and support organizational IT operations.
    • Skill in directing and leading an organizational unit with a focus on delivering high quality customer service, organizational initiatives, projects and achieving results through an outcome-based approach that enhance IT systems and technologies.
    • Skill modifying and optimizing IT technologies to enhance the performance of technologies and services delivered to organizational users.
    • Skill managing IT employee, financial, and technical assets; and ensuring that services rendered provide end-users with all necessary resources to accomplish goals and initiatives.
    • Skill in collaborating with organizational management and directing employees to accomplish organizational initiatives that enhance, secure, and maintain IT resources to ensure the timely delivery of consistent and predictable services to end-users.
    • Skill in developing people by providing relevant learning experiences, creating and maintaining a productive and results oriented work environment, and leading by example.
    • Ability to handle complex situations, articulate ideas and messages to organizational managers impacting IT systems and technologies with clarity, focus and professionalism at all times.
    • Mastery level knowledge and hands-on experience managing data center/network infrastructure in a large enterprise, Cloud or service provider environment.
    • Skill in developing and managing business processes and workflow, standardizing documentation, and improving project reporting.
    • Skill in communicating and collaborating with a wide range of personnel including both technical and non-technical representatives throughout GAO and with representative of other federal agencies and professional organizations. By way of definition, oral communication may include methods used by employees with disabilities such as sign language interpretation, text-to-speech or TTY technology, and amplification devices.

    Veterans Preference applies to this announcement. For more information regarding veterans' preference please visit

    To preview questions please click here .

    Background checks and security clearance

    Security clearance

    Drug test required

    Required Documents

    You must provide a complete application package which includes:

    - Resume: must be created using the USAJOBS resume builder and show relevant work experience.

    - Veteran Hiring Authority Eligibles: VEOA, VRA, and 30% Disabled Veterans must submit adequate proof of active service in the Armed Forces including Member 4 copy of your DD-214, which indicates character of service. To claim 10-point veterans' preference, you must also submit an SF-15 and a letter from the Department of Veterans Affairs verifying the percentage of your disability and preference in hiring. To claim 5-Point veterans' preference, you must submit a Member 4 copy of the DD - 214 or if you are currently active duty: an official statement of service from your command.

    - Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent), showing tenure, type of service (competitive/excepted) and the highest grade held.

    - If you are applying under the Schedule A hiring Authority for individuals with disabilities, you must submit proof disability.

    Failure to submit any of the above mentioned required documents will result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

    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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