SUPERVISORY IT SPECIALIST (NETWORK/CUSTOMER SUPPORT)

Full Job Description

About the Position: This position is located with the Defense Health Agency in Fort Sam Houston, San Antonio, Texas. This is a Direct Hire Solicitation.

Who May Apply: US Citizens In order to qualify, you must meet the experience requirements described 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).

You will receive credit for all qualifying experience, including volunteer experience.

Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Additional information about transcripts is in this document.

Basic Requirements for the SUPERVISORY IT SPECIALIST (NETWORK/CUSTOMER SUPPORT), GS-2210-15: Specialized Experience: One year of specialized experience which includes providing enterprise wide customer support for IT services, analyzing service delivery and sustainment standards, developing stakeholder briefings for process improvements, and providing administrative oversight to subordinates.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-14).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.

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.

Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

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.

Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Some federal jobs allow you to substitute your education for the required experience in order to qualify.

For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Major Duties:

• Serves as the Chief, Global Network Operations Branch (GNOB), responsible for directing and overseeing all daily operations across multiple enterprise IT support and network operations functions.
• Oversees the Defense Health Agency Global Service Center (DHAGSC) which is the single point of entry for all IT incidents and requests in the DHA which constitutes one of the largest IT footprint in Department of War.
• Manages the DHAGSC which handles more than 1.5 million service desk customer contacts annually.
• Focuses on improving the quality, availability, and reliability of enterprise IT services consistent with industry best practices such as ITIL.
• Oversees the Medical Community of Interest (Med-COI) managing 3k Wide Area Network Devices at 206 locations and 1k+ medical circuits supporting DHA locations across the globe.
• Oversees and manages a comprehensive program of services to manage, forecast, and minimize the cost to operate and sustain Defense Health Agency (DHA) Program Executive Office.
• Analyzes technical, functional, Information Assurance, and service delivery requirements to develop comprehensive solutions and technically sound capabilities improving the delivery and performance of GNOB services.
• Serves in a leadership capacity within the DoW/VA Interagency Operations Working Group (IOWG) directing infrastructure support for the Federal Electronic Health Record.
• Oversees the work of contractors and civilian employees in managing the security of the infrastructure and projects in development, deployment, and/or sustainment.