Summary The Office of the Chief Information Officer (OCIO) is a customer service organization dedicated to providing information technology (IT) solutions and leadership to advance DOL's mission. More information on the OCIO is available on our website and LinkedIn, This position is outside the bargaining unit. This position is a TERM NTE 4 Years position. The position may be extended an additional 4 years, to a total of no more than 8 years. Responsibilities Major duties for this position include, but are not limited to: Responsible for the application and execution of the service level management (SLM) processes, regularly monitors and reports the level of service provided to users, and ensures services are provided within service-level targets. Plans work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assigns work to subordinates based on priorities, selective consideration of difficulty and requirements of assignments and capabilities of employees. Serves as a key advisor regarding the achievement of customer support operations and performance goals. Coaches and guides subordinates in the selection and application of the appropriate approach, problem-solving methods and techniques. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to ensure that staff is following instructions on work priorities, methods, deadlines, products and quality. Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions. Working closely with DOL-wide stakeholders, serves in cross-functional teams as an IT project coordinator. Implements and enforces the application of applicable industry-standard quality framework. Other duties as assigned. Requirements Conditions of Employment Qualifications For GS-14: Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level GS-13 in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for GS-14 includes: Experience directly supervising both a local and geographically dispersed staff responsible for the customer experience and information technology (IT) service desk services and support activities (e.g. customer calls, install, moves, adds, changes of IT hardware, software installation, troubleshooting, escalations, data analysis, etc.) in an 8,000+ customer based geographically dispersed organization. Experience with the development and implementation of customer support techniques that follow Support Center (e.g. service desk and/or help desk) industry best practices (e.g. Information Technology Infrastructure Library (ITIL), Help Desk Institute (HDI)) for customer service and relationship management Additional to the above specialized experience, for all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Education Additional Information This position is being filled through the Direct Hire Authority. Traditional rating and ranking of applications do NOT apply. The Veteran's preference does not apply. This position is at the Full-Performance Level (FPL). You may not be aware, but in the regulations for agency ethics programs, there are requirements for supervisors. Section 2638.103 of Title 5 of the CFR states: Every supervisor in the executive branch has a heightened personal responsibility for advancing government ethics. It is imperative that supervisors serve as models of ethical behavior for subordinates. Supervisors have a responsibility to help ensure that subordinates are aware of their ethical obligations under the Standards of Conduct and that subordinates know how to contact agency ethics officials. Supervisors are also responsible for working with agency ethics officials to help resolve conflicts of interest and enforce government ethics laws and regulations, including those requiring certain employees to file financial disclosure reports. In addition, supervisors are responsible, when requested, for assisting agency ethics officials in evaluating potential conflicts of interest and identifying positions subject to financial disclosure requirements. Persons who are deaf, hard of hearing, blind, or have speech disabilities, please dial 711 to access telecommunications relay services. DOL seeks to attract and retain a high-performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility, and fairness so that all individuals can participate and contribute to their full potential. Refer to these links for more information: GENERAL INFORMATION, REASONABLE ACCOMMODATION, ADDITIONAL DOCUMENTATION, FORMER FEDERAL EMPLOYEES The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA, you may file a complaint of the alleged violation following our agency's complaint process Guidelines for Reporting Violations of the Fair Chance Act Note: The FCA does not apply to some positions specified under the Act, such as law enforcement or national security positions. As a condition of employment, all personnel must undergo a background investigation for access to DOL facilities, systems, information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION Telework Position: Eligibility is determined by management based on position duties during the recruitment process. Employee participation in telework on a routine or situational basis is determined by management primarily based on business needs. Employees participating in telework are subject to the terms and conditions of the Department of Labor's Telework Program. Based on agency needs, additional positions may be filled using this vacancy. Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Additional information is available here.