What are the responsibilities and job description for the Supervisory IT Specialist (Customer Support) position at National Institute of Standards and Technology (NIST)?
Summary
The Service Desk Operations Group Leader leads the delivery of essential IT services for a diverse scientific and administrative workforce, ensuring alignment with OISM's strategic mission to fuel scientific success by providing NIST staff with agile, innovative information technologies and resources and a robust infrastructure. This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.
Duties
Working as a Service Desk Operations Group Leader for the Office of Information Systems Management (OISM), Customer Access and Support Division, your key responsibilities will include: Program & Operations Leadership: Formulate and direct the NIST Service Desk Operations program, delivering enterprise-wide IT support and incident management for a diverse scientific and administrative workforce. Strategic Integration & Governance: Coordinate with Department of Commerce counterparts to align local service desk strategies with agency-wide technology programs and cybersecurity mandates. Process Innovation & Problem Solving: Apply innovative methodologies to resolve complex, unprecedented technical issues while continually optimizing service delivery workflows. Executive Liaison & Project Advocacy: Negotiate and justify significant IT infrastructure projects, service-level objectives (SLOs), and resource needs with senior leadership. Supervisory & Team Management: Perform full supervisory duties-including work planning, task assignment, and performance evaluations-to drive team productivity and advance organizational goals. Agency-Wide Impact: Champion technology initiatives that directly enhance the operational productivity of the NIST scientific community.
Qualifications
Basic Requirements: For all positions, individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. 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. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Specialized Experience: Applicants must have one year (52 weeks) of specialized experience equivalent to at least the GS-12 level (ZP-III at NIST). Specialized experience is defined as: ITIL Service Desk Operations Enterprise Tools (ServiceNow, AD, IDAM) Process Optimization & KPI Tracking Knowledge Base & SOP Development Technical Supervision & Mentorship 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook. If requesting reconsideration of your qualification determination, please refer to the following site: Applicant Reconsideration
The Service Desk Operations Group Leader leads the delivery of essential IT services for a diverse scientific and administrative workforce, ensuring alignment with OISM's strategic mission to fuel scientific success by providing NIST staff with agile, innovative information technologies and resources and a robust infrastructure. This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.
Duties
Working as a Service Desk Operations Group Leader for the Office of Information Systems Management (OISM), Customer Access and Support Division, your key responsibilities will include: Program & Operations Leadership: Formulate and direct the NIST Service Desk Operations program, delivering enterprise-wide IT support and incident management for a diverse scientific and administrative workforce. Strategic Integration & Governance: Coordinate with Department of Commerce counterparts to align local service desk strategies with agency-wide technology programs and cybersecurity mandates. Process Innovation & Problem Solving: Apply innovative methodologies to resolve complex, unprecedented technical issues while continually optimizing service delivery workflows. Executive Liaison & Project Advocacy: Negotiate and justify significant IT infrastructure projects, service-level objectives (SLOs), and resource needs with senior leadership. Supervisory & Team Management: Perform full supervisory duties-including work planning, task assignment, and performance evaluations-to drive team productivity and advance organizational goals. Agency-Wide Impact: Champion technology initiatives that directly enhance the operational productivity of the NIST scientific community.
Qualifications
Basic Requirements: For all positions, individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. 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. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Specialized Experience: Applicants must have one year (52 weeks) of specialized experience equivalent to at least the GS-12 level (ZP-III at NIST). Specialized experience is defined as: ITIL Service Desk Operations Enterprise Tools (ServiceNow, AD, IDAM) Process Optimization & KPI Tracking Knowledge Base & SOP Development Technical Supervision & Mentorship 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook. If requesting reconsideration of your qualification determination, please refer to the following site: Applicant Reconsideration