Summary This position is in the User Support Division; Office of Technology and Innovation, Directorate of Planning, Resources, and Innovation; Bureau of Administration (A/PRI/TI/USS). Responsibilities Oversees day-to-day help desk operations regarding staffing; customer service metrics; reporting; adherence to service level agreements; asset management; standard operation procedures; and knowledge base articles. Develops and delivers training, brown bag session, and associated communications for end-users, including standard and customized technology training services for enterprise applications, products, and services through a variety of delivery channels. Collaborates with the leadership for both short- and long-term strategic planning and budgeting. Determines which projects and activities should be initiated, suspended, curtailed, expanded, or emphasized and the staff and resources to devote to projects and activities undertaken. Develops a customer-centric and customer-first culture by promoting an environment where decisions, strategy, and every action is guided by the needs and expectations of the customers. Establishes and maintains effective relationships with customer support services offices and stakeholders throughout the Department to facilitate timely execution & delivery of IT services and products that extend across organizational boundaries. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. Applicants applying for the GS-15 grade level must meet the following requirements: Experience building coalitions with non- technical senior level officials and executive level stakeholders. Demonstrated history of identifying strategic needs, developing strategic partnerships, breaking down barriers, and gaining buy-in from executive level partners and senior leadership, resulting in a compelling technical vision that supports the business strategy, then driving the vision by delivering positive business impacts, and stakeholder engagement. Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail Customer Service Oral Communication Problem Solving AND Have at least 1 full year of specialized experience equivalent to the GS-14 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: Knowledge and demonstrated leadership of enterprise-wide information technology (IT) systems for a large, complex organization; major software application design and development leveraging agile practices; product & project management; infrastructure; the software and systems engineering lifecycles; and information system security and assurance, as well as the ability to perform resource analysis. This includes a deep understanding of cloud infrastructure, operations. 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-15 position. 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. 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. [Please note that any approved remote work arrangement is subject to the locality pay area of the alternative telework worksite. 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.