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USAJOBS · 3 weeks ago

SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) (T32)

Montgomery, Alabama, USA

Full-time

Onsite

Mid, Senior Level

$89K/yr - $115K/yr

1+ years exp

USAJOBS is seeking a Supervisory IT Specialist (Customer Support) to join the Department of the Army. The role involves establishing performance standards for IT services, managing customer support performance requirements, and developing policies and procedures to enhance customer service.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition. Reviews and approves: work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing IT services; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted. Gives advice, counsels, or instructs individual employees, on both work and administrative matters. Develops and evaluates performance standards; recommends and approves awards; hears and resolves group employee grievances or serious employee complaints. Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates. Initiates recognition and disciplinary actions for personnel. Identifies and arranges for appropriate training and development opportunities. Determines and approves training needs and establishes formal training plans

Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk. Operates Service Desk IT tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services. Serves as subject matter expert when required by demonstrating knowledge of a wide variety of IT applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others. Maintains knowledge of expertise area through research, education, training, and on the job experiences

Develops and manages customer service performance requirements. Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns. Develops and maintains problem tracking and resolution databases. The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain information and resolve inquiries. Serves as the Contracting Officers Representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract. Provides computer resource acquisition management support and oversight of information technology assets

Contributes to developing customer support policies, procedures and standards. Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers. Provides customer training on IT systems and processes as required

Performs other duties as assigned

Qualification

IT service managementCustomer supportPerformance evaluationInformation securityProblem resolutionTraining developmentCommunication skillsLeadership skills

Required

NATIONAL GUARD MEMBERSHIP IS REQUIRED

This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard, required prior to the effective date of placement

Selectee will be required to wear the military uniform

Applicants who are not currently a member of the National Guard must be eligible for immediate membership and employment in the National Guard in the military grade listed in this announcement

May be required to successfully complete a probationary period

Participation in direct deposit is mandatory

May occasionally be required to work other than normal duty hours; overtime may be required

This is an excepted service position that requires membership in a compatible military grade in the Alabama Army National Guard

Applicants who are not currently a member of the Alabama Army National Guard must be eligible for immediate membership

MINIMUM MILITARY RANK: 2LT

MAXIMUM MILITARY RANK: 1LT

Each applicant must fully substantiate (in his/her own words) that he/she meets the requirements of the Specialized Experience listed below: Otherwise, the applicant will be considered unqualified for this position

SPECIALIZED EXPERIENCE: 1-year specialized experience equivalent to at least the next lower grade. Experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel