Summary This position is located in the Messaging Operations Support Branch (MOS) of the Global Messaging Services (GMS) Division in the Messaging and Collaboration Services Office (MCS), GMS Deputy CIO for Operations and Bureau of Information Resource Management (IRM) in the U.S. Department of State (DOS). Responsibilities Responsible for developing and managing customer service performance requirements. Develops customer support policies, procedures, and standards, and provides customer training. Ensures the rigorous application of information security/information assurance policies, principles and practices on classified systems and other related mission-critical messaging systems. Oversees the planning, analysis, design, development, testing, quality assurance, configuration, installation, implementation, integration and management of network systems used for the transmission of data for worldwide messaging systems. Responsible for assigning and reviewing work. Performs administrative and Human Resources management functions with regards to staff supervised. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Must demonstrate ability to interpret policies, procedures, and strategies governing the planning and delivery of messaging services in a large Communications Center. Must possess ability to assess resource requirements, define goals, milestones and deliverables, monitor activities, and evaluate and report on accomplishments. Customer Service - Must demonstrate ability to provide service to customers at all levels in order to monitor and react to constantly changing needs brought about by volatile political climates and technological advancements. Must possess ability to provide expert technical advice, guidance and recommendations to customers, management and other technical specialists on critical IT issues. Oral Communication – Must demonstrate ability to communicate effectively based on the audience’s level of comprehension of the information provided. Must be able to provide appropriate level of expert technical advice or guidance in a manner that will be effective for the desired outcome. Must possess effective listening skills to interpret feedback and enhance the effectiveness of the communications. Problem Solving - Must demonstrate ability to decipher, analyze and identify solutions for complex and time-sensitive operational problems. Must possess ability to use sound judgment to take appropriate action. AND Have at least 1 full year of specialized experience equivalent to the GS-12 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience providing information technology customer services, information dissemination, and help desk/service desk support. Experience in analyzing and defining network requirements, configuring, and optimizing network servers, hubs, routers, and switches, monitoring network capacity and performance, and diagnosing and resolving network problems. NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-13 position. In addition, applicant\'s experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to \"see the job through.\" Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.
