Summary This position is located in the Department of Technology Services (DTS), AOI Technology Office (AOTO), AO Operations and Support Division. Responsibilities The incumbent of this position will serve as an IT Operations "Versatilist" providing oversight to a wide range of IT operations and support services and will report directly to the Chief of the AO Operations and Support Division. The incumbent will have proven experience working in multiple areas of IT operations focusing on the consistent delivery of IT services following the IT Service Management (ITSM) process. The candidate should also possess strong interpersonal and technical skills with the ability to work efficiently and collaboratively with highly technical peers. The division has adopted the IT Infrastructure Library (ITIL) and continues to mature its IT service management program via a continuous service improvement approach. Duties of the position include, but are not limited to: Monitoring the overall operations and support of a wide range of IT services which support AO staff and contractors in multiple geographical locations, including operational oversight and performance monitoring of Service Desk, Deskside Support, A/V Conferencing/Meeting Support, Asset Management, Access Management, Printing services, and internal communications to AO staff and contractors. The incumbent will track milestones and Key Performance Indicators (KPI) for each operational service and report regularly to the Operations Division Chief. Monitoring, analyzing and evaluating AO IT services and programs and taking actions to enhance performance and correct deficiencies. Participating in team meetings to inform customers of the direction of information technology initiatives. Advising the Operations Division Chief regarding operations and technical support within the AO. Maintaining knowledge and awareness of new developments in computer technology. Providing oversight of contract staff with wide-ranging technical skills in the overall work and resources of the operation to include operational performance monitoring as well as oversight of a client-focused operations and service-desk staff committed to exceeding customer expectations. Overseeing multiple layers of end-user and system support, starting with the AO's Service Desk (Help Desk), IT service requests, Incident tracking, problem reporting, and resolution tracking and reporting. Interfacing with the IT Asset Management team (ITAM) point of contact to ensure proper inventory and tracking of IT infrastructure assets, including desktop hardware and software, mobile devices, conferencing equipment, servers, network devices and other supporting systems related to AO IT services. Attending and proactively providing input with the division's change management practice, processes and procedures. Monitoring the IT service management program (ITSM) successes and failures, reviewing surveys and customer feedback with focus on continuous service improvement. Assisting with developing strategic and tactical plans to achieving long-range objectives supported by Key Performance Indicators (KPI). Reporting on IT activities involving planning, testing, piloting, and implementing information systems for the AO. Assisting with developing recommendations for AO initiatives, including technical solutions related to AO-wide application and infrastructure policies. Attending project meetings and providing feedback regarding project management activities, including multiple projects, some large or complex, through a systems development life cycle from project initiation, through requirements, through testing to implementation/deployment with focus on monitoring functional project area to ensure key milestones are completed on schedule. Overseeing internal AO communications to AO workforce. Requirements Conditions of Employment 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 AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office 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 U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of 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 an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check. New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/. All new AO employees are required to identify a financial institution for direct deposit of pay before appointment. 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. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation. 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. 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 area: Monitoring and oversight of IT professionals at all levels with varying skill sets, including contractor support, while focusing on consistent delivery of IT Services with exceptional customer support; and Serving as a point of contact for IT service requests, incident management, change management and IT asset management, ensuring appropriate oversight and monitoring of functions. Education This position does not require education to qualify. Additional Information The AO is an Equal Opportunity Employer.