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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-APS320-79261
661242700
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
U.S. Citizens, Individuals with Disabilities, Veterans
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.
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 priority grouping and referred to the selecting official for consideration.
Selection may be made from this announcement or ACT-AIT-22-APS320-79211.
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.
Leave Enhancement: FAA organizations may offer enhanced annual leave accrual to newly appointed or reappointed employees. In order to receive consideration for such a benefit, applicants' prior non-Federal service or active duty uniformed service must directly relate to the duties of the position to which appointed. Granting enhanced annual leave is at the sole discretion of the hiring organization, and granting such benefit is not an entitlement nor guaranteed to any newly hired employee.
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.
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.
All Veterans: If you are claiming veterans' preference, you must submit either a DD Form 214 Certificate of Release or Discharge from Active Duty (Member 4 Copy or equivalent), or a document from the armed forces certifying that within 120 days you are expected to be discharged or released from active duty service under honorable conditions. If you are claiming 10 point preference, you must also submit a completed SF-15, Application for 10-Point Veteran's Preference, and supporting documents outlined on the SF-15. Documents must be uploaded or faxed to the Servicing Human Resource Management Office listed in this announcement and all documents must be received by the closing date of the announcement. If you fail to submit documentation, you will be assessed as a non-veteran.
If you are claiming 10 point preference but fail to submit the supporting documents outlined on the SF-15, you will be tentatively assessed as a 5 point preference eligible provided your DD Form 214 reflects that you have the service required to qualify for preference. Documents must be uploaded or faxed to the Servicing Human Resource Management Office listed in this announcement and all documents must be received by the closing date of the announcement. If you fail to submit documentation, you will be assessed as a non-veteran.
Veterans currently on active duty claiming veterans' preference: You will be granted tentative preference if you submit a document from the armed forces certifying that within 120 days you are expected to be discharged or released from active duty service under honorable conditions and your application shows that you have the required service. Prior to being appointed, you must provide to the Servicing Human Resource Management Office a DD Form 214 documenting discharge/release and showing that the service was honorable or general. If you are on terminal leave, you must provide documentation certifying authorized terminal leave.
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.
If you are requesting consideration for any of the special hiring authorities, you must submit the following documentation: 30% or More Disabled Veteran Program: You must submit a DD 214, Certificate of Discharge (Member 4 copy is preferred), and supporting documentation as required by form SF-15 such as an official statement, dated 1991 or later, from the Department of Veterans Affairs or from branch of the Armed Forces certifying to the present existence of the veteran's service-connected disability. Persons with Disabilities and Persons with Targeted Disabilities Appointment: You must provide proof of disability documentation (i.e. Schedule A Letter) that: 1) May be a letter or other documentation on official stationery/letterhead with an official signature. 2) Clearly states that you are eligible for appointment under the PWD/PWTD hiring authority or a Schedule A appointment authority as outlined in 5 CFR Section 213.3102(u). 3)Does not need to detail the specific disability, medical history, or need for accommodation.
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/661242700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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