Branch Chief

Employer
USAJobs
Location
Rockville, Maryland
Posted
Jan 22, 2022
Closes
Jan 30, 2022
Function
Executive, Chief
Hours
Full Time
Duties

As a Branch Chief, you will be responsible for the management and operation of the Customer Support Center and Hardware/Software Support Desk. You will direct a team of computer professionals who engage in the management and oversight of the outsourced Customer Support Center. You will assign work, coordinate activities among team members, coordinate activities between the team and all agency offices, and determine training needed to maintain competency in skills required for successfully conducting team activities and work assignments. You will monitor the status of team assignments and take actions necessary to ensure the completion of assignments on schedule and within budget. You will monitor and analyze KPIs (Key Performance Indicators) and SLRs (service level agreements) to measure the effective implementation and delivery of all IT infrastructure direct customer support services. You will ensure the Branch is analyzing statistics from the Customer Support Center (CSC) tracking system to identify common and recurring problems. You will also oversee the preparation of trend analysis and identify way to improve customer support operations.

You will remain abreast of state-of-the-art technological developments in methods and procedures for local area network/wide area network (LAN/WAN) design and development, in IT techniques, and in IT equipment and software product capabilities. Recommend revisions to agency IT standards to include new products that would be useful in supporting agency business processes. You will oversee a full range of project management duties which includes determine project requirements, schedules, and budget. You will manage in the development, review, approval, and dissemination of ITIL(Information Technology Infrastructure Library)-based IT service management approach. You will lead a branch that provides comprehensive IT Asset and Configuration data management service, coordination of release and deployment functions and establish and maintain configuration management capabilities. You will assemble the data required to analyze events and incidents. You will identifies and develops recommendations for preventing further incidents or events.

Requirements

Conditions of Employment

  • This is a Drug Testing position.
  • U.S. Citizenship Required
  • Must be able to meet/maintain security & suitability requirements.


You must meet the qualifications for this position by no later than 30 calendar days after the closing date of this announcement and before placement in the position.

Qualifications

In order to qualify for this position, you must have at least one year of specialized experience at the next lower grade level (GG-14) level in the Federal service or equivalent experience in the private or public sector. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.

Specialized experience is defined as experience leading and/or coordinating information technology (IT) activities within an IT infrastructure environment supporting customer support services. Experience also demonstrates an awareness of developments in methods and procedures for LAN/WAN design and development in IT equipment and software product capabilities. In addition, has experience determining project requirements, schedules, and a budget.

For all positions, individuals 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.

  • The ideal candidate will be able to demonstrate the following:

    1. Demonstrated leadership and project management experience to work with customers to identify opportunities where technologies may be used to make their activities more effective and efficient including conducting and analyzing research, conducting assessments and pilots on new and emerging technologies. EXAMPLE: Describe specific experience, training, and accomplishments which demonstrate your ability to provide leadership and supervision as evidenced by success in areas such as: resolving difficult and complex problems; formulating program goals and objectives; planning long-term and short-term program activities; establishing and controlling procedures and schedules of work products or programs; establishing methods for evaluating effectiveness of work processes and procedures; and providing oversight, guidance and direction to personnel of diverse backgrounds to foster a motivated team atmosphere.

    2. Ability to provide leadership and to effectively utilize human resources. EXAMPLE: Describe specific experience, training, and accomplishments which demonstrate your ability to provide leadership and supervision as evidenced by success in areas such as: resolving difficult and complex problems; formulating program goals and objectives; planning long-term and short-term program activities; establishing and controlling procedures and schedules of work products or programs; establishing methods for evaluating effectiveness of work processes and procedures; and providing oversight, guidance and direction to personnel of diverse backgrounds to foster a motivated team atmosphere.

    3. Knowledge of Federal or private sector project management and contracting practices. Example: Describe specific experience and training which demonstrates your knowledge of project management and contracting techniques and your ability to accomplish project objectives and procurements as planned and within established funding levels. Describe positions you have held while gaining project management and contracting experience. Describe specific projects or programs where you have served as a project lead, senior technical member, or as the Contracting Officers Technical Representative. Provide examples of your experience that demonstrates your ability to manage full life cycle projects from developing project specifications/objectives to implementation, operation and ongoing support.

    4. Skill in communicating information, ideas and advice in a clear, concise and logical manner, both orally and in writing. Example: Describe specific experience, training, and accomplishments which demonstrate your ability to: (1) use informal and formal networks to build support for programs; (2) to lead complex discussions and consolidate complex and diverse opinions into concise, balanced and well-founded recommendations; (3) to establish effective working relationships with subordinates, supervisors, peers, and government and industry officials; and (4) to develop and implement successful approaches to problem solving and conflict resolution. Describe your most difficult or challenging writing assignments.

    5. Ability to direct, lead, and manage a diverse staff in critical programs with competing deadlines and conflicting resource demands. Example: Describe specific experience, training and accomplishments which demonstrate your ability or potential to manage and provide leadership for a staff as demonstrated by success in activities such as: formulating goals and objectives to successfully accomplish a complicated project; establishing processes and evaluating their effectiveness; effectively utilizing resources (people and dollars); effectively utilizing infrastructure such as IT resources; effectively performing contract budgeting and management; managing multiple projects and programs with competing deadlines and resource conflicts in the context of achieving organizational goals; planning long-term and short-term program activities including management of priority assignments; establishing and controlling procedures and schedules of work products or programs to achieve timely, high-quality products; coordinating and/or managing technical personnel that demonstrates effective utilization of human resources; and reviewing and evaluating findings and conclusions.

    Specialized experience as well as how you meet the qualifications desired in an ideal candidate should be addressed in your resume. You may also provide additional information related to your qualifications in the vacancy question provided for supplemental response.

    Education

    This job does not have an education qualification requirement.

    Additional information

    Following the agency's re-entry date of November 7, 2021, the position advertised in this vacancy announcement is not approved for full-time remote or full-time fixed telework. However, most NRC positions are eligible for some type of telework, in accordance with agency policy.

    Successful completion of two year supervisory trial period is required, unless previously served.

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

    The NRC provides reasonable accommodation to applicants with disabilities where appropriate. Individuals with disabilities may contact the Selective Placement Coordinator for assistance with the application or hiring process via Disability.Resource@nrc.gov. Deaf applicants may contact the Disability Program Manager by calling the NRC videophone at 240-428-3217.

    The NRC is a zero tolerance agency with respect to illegal drug use. Individuals selected for this position will be subject to pre-appointment drug testing unless currently in a NRC position subject to random drug testing AND will be subject to random drug testing upon appointment to the NRC.