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The incumbent will serve as the Operations Branch Manager within the Service Operations Branch, APS-320.
Learn more about this agency06/22/2022 to 06/29/2022
$100,294 - $155,403 per year
Locality increase will be determined at time of job offer.
FV K
1 vacancy in the following location:
Yes—as determined by the agency policy.
Occasional travel - The job may require travel from time- to-time, but not on a regular basis. The travel may be for training or other work-related duties.
No
Permanent
Full-time
Excepted
NA
Yes
No
ACT-AIT-22-APS320-79211
661240700
Current or former competitive service federal employees.
Current excepted service federal employees.
Also open to former permanent excepted service federal employees eligible under an interchange agreement. Current orformer permanent federal employees must have met a one year probationary period or trial period in the competitive or excepted service.
The incumbent will serve as the Operations Branch Manager and will supervise and oversee Branch employees that support the Agency’s Service Center. As the Branch Manager, selectee will be responsible for the following: Providing leadership and direction to staff; Managing all Service Desk (Tier 1 and Tier 2 remote) and Deskside Support tasks including work order and incident management, ticket escalations, change control, knowledge base article updates, processes and procedures, administrative permissions, and all other operational activities and work; Attending outage meetings to provide support and outage reporting, as well as work with the Service Desk staff on timing and content of Interactive Voice Recorded (IVR) messages for customers calling the MYIT Service Desk to include 24x7 availability for outages and issues and managing off-hours Emergency Operations Center (EOC) outage calls as needed; Evaluating customer and internal escalations to determine the appropriate actions to be taken by Incident Management staff, including process change if needed. This includes tracking items, identifying roadblocks, and developing solutions to keep tickets and tasks moving; Effectively communicates with upset customers and directs and/or works their escalations through to completion; Often representing FAA as a senior technical point of contact on projects, programs, and other work activities. Presents briefings to obtain consensus/approval of FAA IT programs and processes; Overseeing VIP and International Support staff including the monitoring of tickets and drives the adoption of tools and innovation to our Executives and International customers; Monitoring and tracking Service Desk SLA’s and Aging tickets including oversite of Tier 1 and 2 ticket counts and queues; Providing support for and participating in Business Partnership Service (BPS) Daily Operations meetings and other BPS management meetings as requested to report on contract metrics and provide requested ad-hoc reports; Providing direction and leadership for other Service Center team members for projects and incident resolution; Providing expert advice to other IT Program and Project teams in relation to appropriate support models and implementation timing to cause the least impact on the Service Center operations; Communicating Directorate, Division, and Branch Business Plan goals and objectives managing all Branch Business Plan items; Attending required meetings and provide status briefings and updates to APS-300, BPS, and AIT Leadership on a routine basis.
For additional information please view the complete OPM qualification standard for the Group Coverage Qualification Standard for IT Specialist, please visit:
https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/
To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-J, FG/GS-14. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.
Specialized experience may include but not limited to: Hands on experience managing the operational activities of a large-scale help desk team to include daily operational monitoring, reporting, Tier 1 and Tier 2 issue escalation, and continuous improvement efforts using BMC Remedy or Service Now.
In addition to the minimum qualifications, the following has been determined to be a Selective Placement Factor
for this position. This means possession of this criterion is part of the minimum qualifications and is essential to perform the duties and responsibilities of this position. Applicants who do not possess this criterion are ineligible for further consideration.
SELECTIVE PLACEMENT FACTOR (SPF): Applicant must have skill managing the operational activities of a large-scale help desk team to include daily operational monitoring, reporting, Tier 1 and Tier 2 issue escalation, and continuous improvement efforts using BMC Remedy or Service Now.
Qualifications must be met by the closing date of this vacancy announcement.
Applicants should include examples of specialized experience in their work history.
Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.
Applicants may be asked to verify information on your application for employment with the FAA.
Some, all or none of the applicants may be interviewed.
The announcement may close prior to the listed closing date of 07/01/2022. Once a sufficient applicant pool has been reached to meet the needs of the FAA, applications will no longer be accepted and the announcement will close.
Selection may be made from this announcement or ACT-AIT-22-APS320-79261.
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.
We may use this vacancy to fill other similar vacant positions.
Position may be subject to a background investigation.
A one-year probationary period may be required.
The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/working_here/financial_disclosure_requirements
The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family.
If selected, you will be required to provide information regarding your COVID-19 vaccination status for the purposes of implementing workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.
In lieu of providing a KSA narrative response in the text box listed below each Leadership and Management Dimensions and Technical Requirement, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.
Eligible applicants meeting the minimum qualification requirements may be further evaluated on the Leadership and Management Dimensions and Technical Requirement listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical order and referred to the selecting official for consideration.
Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.
Applicants may be asked to verify information on your application for employment with the FAA.
Some, all or none of the applicants may be interviewed.
You will be evaluated for this job based on how well you meet the qualifications above.
IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.
Only supplemental documentation, e.g. transcripts or veteran's documentation will be accepted in combination with your online application. These documents must be uploaded or emailed to Tara.Price@faa.gov on or before the closing date of this announcement. All submitted documents should reference the announcement number.
Applicants claiming eligibility for the Expanded Veterans Hiring Opportunity (EVHO), MUST submit a DD Form 214 reflecting character of service to verify eligibility by the closing date of the announcement as requested by the Human Resource Office. Eligibility for EVHO will be considered based on applicable documentation submitted by the closing date.
If you are a current or former Federal employee (including a current FAA employee), you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy.
If you are a current Federal employee and need a current copy of your SF-50, please contact your personnel office. If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/. If you are a former Federal employee, you can obtain a copy of your SF-50 by writing the National Personnel Records Center Annex, 1411 Boulder Boulevard, Valmeyer, IL 62295. Additional information is available from this link: http://www.archives.gov/st-louis/civilian-personnel/.
Expanded Veterans Hiring Opportunity (EVHO) are those veterans who are honorably discharged from the Armed Forces after completing at least three (3) years of continuous active service. Applicants claiming eligibility for EVHO, MUST submit a DD Form 214 reflecting character of service to verify eligibility by the closing date of the announcement as requested by the Human Resource Office. Eligibility for EVHO will be considered based on applicable documentation submitted by the closing date.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
You must apply online to receive consideration. Your application must have a status of "Received" by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must have a status of "Received" each time a referral list is created in order to receive consideration for positions associated with register.
IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC REGARDING YOUR EXPERIENCE OR EDUCATION.
We strongly encourage applicants to utilize the USAJOBS resume builder in the creation of resumes.
Please ensure EACH work history includes ALL of the following information:
Once we receive your complete application, the Human Resources Office will conduct an evaluation of your qualifications. Eligible and qualified candidates will be referred to the hiring manager for consideration. You will be contacted directly if selected for an interview.
For instructions on how to check the status of your application, please go to: USAJOBS Help Guide.
Important - If you make any changes to your application, you must resubmit it. If you make changes to your application and do not resubmit it, your changes will not be considered part of your application package, and only your previously submitted application will be evaluated.
All qualified applicants will be considered regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. DOT provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact listed in the Agency Contact Information section of this announcement or the hiring manager. An employee with a disability must notify the decision-maker of the accommodation request. Job applicants and employees are required to follow up oral requests in writing. Decisions on granting reasonable accommodation will be made on a case-by-case basis. Additional information on reasonable accommodations procedures or on EEO Programs is available on Office of Civil Rights (ACR) or by contacting the local FAA Civil Rights Office.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/661240700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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