Supervisory Information Technology Specialist

Summary

The Customer Access and Support Division Chief will serve as the eader of OISM's customer-facing division for NIST-wide services, and member of the OISM Management team that advises NIST leadership on recommended IT services and infrastructure to support NIST's mission. This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.

Duties

• Working as a Customer Access and Support Division Chief for the Office of Information Systems Management (OISM), Customer Access and Support Division, your key responsibilities will include: Executive Leadership & Strategic Advising Lead the Customer Access and Support Division-OISM's primary customer-facing unit-and serve on the OISM Management Team advising NIST leadership on IT services, infrastructure, and strategic direction. Advise senior management on risk-informed approaches and present high-level IT issues alongside actionable solution recommendations to ensure technology aligns with NIST's mission. Formulate division vision, strategic goals, policies, procedures, and operating budgets for designing and introducing new or updated IT services across NIST, the Department of Commerce (DoC), and other federal agencies. Operational & Team Management Directly supervise ZP-IV team leads across key service areas, including endpoint management, desktop support, embedded tech support, and service desk operations across all NIST locations. Define work objectives and establish operational benchmarks to ensure timely responses to incidents, service requests, events, and underlying problems. Cultivate an inclusive, forward-thinking work environment that encourages innovation, open communication, shared learning, and cross-functional teamwork. Interagency Engagement & Industry Innovation Represent NIST across organizational units, industry partners, and federal spaces to promote mission objectives, share best practices, and drive technical innovation in operational IT. Promote data-driven decision-making by analyzing division performance and disseminating program results, analytical reports, and key metrics directly to the CIO and senior management. Maintain expert, up-to-date knowledge of enterprise technology trends, business platforms, and industry best practices to continually elevate OISM's operational capabilities.

Qualifications

Basic Requirements: For all positions, individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. 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. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. ???????Specialized Experience: Applicants must have one year (52 weeks) of specialized experience equivalent to at least the GS-14 level (ZP-IV at NIST). Specialized experience is defined as experience performing core principles of customer service and service management such as: - Delivery of services for managed IT devices, such as ITSM Service Desk Tool, ITIL Change Management, Lifecycle Management, and Knowledge Management - Program & Project Management related to IT help desk and/or other customer-facing services. - Development of automation approaches that shorten resolution times and reduce costs, such as performance metrics and business case analysis. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook. If requesting reconsideration of your qualification determination, please refer to the following site: Applicant Reconsideration

Education

Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.

Evaluations

Please prepare a resume that is no longer than two pages; only the first two pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended. How you will be evaluated: You will be evaluated for this job based on how well you meet the qualifications above. Once the announcement has closed, a review of your resume and supporting documentation will be used to determine whether you meet the qualification requirements listed in this announcement. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Subject Matter Experts (SMEs) may be used to review your resume to determine your technical qualifications for this position based on the required specialized experience. SMEs will review ONLY two (2) pages of your resume. SMEs will not review additional information beyond your resume. Applications will be assessed on the following competencies: Leadership Computer Skills Planning and Evaluating Customer Service Referral: All applicants may be referred to the selecting official for consideration. Under Direct Hire Authority, applicants are not rated and ranked, and veteran preference does not apply. CTAP or ICTAP eligibility: If you are a displaced or surplus Federal employee eligible for the Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP), you must be determined eligible and rated as well-qualified to receive special selection priority. "Well Qualified" means that in addition to meeting the minimum qualification requirements and selective placement factor(s), if applicable, you must receive a score of 85 or higher. Please review the following site regarding required documents to support CTAP or ICTAP eligibility and additional information regarding this authority - CTAP/ICTAP Eligibility

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments, and required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. As part of the application process, you will be asked to respond to four narrative questions. While your responses to these questions is not required and will not be scored, we encourage you to thoughtfully address each question. You will be asked to certify that you are using your own words and did not use a consultant or artificial intelligence (AI) such as a large language model (LLM) like ChatGPT or Copilot. Once your application has been submitted, you will receive a confirmation notification by email. The Human Resources Office will evaluate your application to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Click on this: USAJOBS Help Center - How to see your application and job status Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Need help applying? If you are experiencing any difficulties with the online application process (anything after you have clicked the 'Apply Online' button), please contact the Agency Contact listed on this announcement between regular business hours (8:00 a.m. - 4:00 p.m. ET). If you receive any kind of error message, please be ready to provide a screenshot or, at a minimum, the error message text and number. We will provide you with a technical support number for further assistance if necessary. If you are having trouble with USAJOBS (searching for jobs, account password/profile issues, or Resume Builder), please visit the USAJOBS USAJOBS Help Center - How to.... We regret that we are unable to support any issues with USAJOBS, as this service is not maintained by the NIST. If you are experiencing a significant hardship that hinders your ability to apply online, please contact the Agency Contact listed on this announcement prior to the vacancy closing date and during regular business hours to discuss your situation.

What to expect next

We will update applicant statuses when: A qualification determination is made. If found not qualified/eligible, no additional updates will be provided. Applications are referred to the selecting official. A selection decision has been made. Please notify us if your contact information changes after announcement's closing date. Also, note that if you provide an inaccurate email address or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication, which could affect your consideration for this position.

Required documents

The documents required may vary based on how you're applying (i.e., as a veteran or disabled veteran, current or former Federal employee, etc.). Please review the Required Documents for this position to find out if there are any documents required with your application. Failure to submit required documents, based upon how you apply, may result in loss of consideration due to an incomplete application package. A complete application includes: 1) A resume (not to exceed two pages), 2) vacancy question responses regarding technical qualifications, and 3) submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, or if the documents submitted are illegible you may not be considered for this position (or may not receive the special consideration for which you may be eligible). Resume: All applicants must submit a resume by creating one in USAJOBS or uploading one of their choosing. Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended. Cover letters are optional. To receive any credit for relevant experience, please list the month/year and the number of hours worked for experience listed on your resume. We suggest you review the qualification requirements for this position as you may need to customize your resume to ensure that it supports the position qualifications. Please refer to the Resume Guidance on how to build an effective resume.

Other information

This position is covered under NIST's Alternative Personnel Management System (APMS), a pay-for-performance system with excellent HR flexibilities to help NIST recruit and retain top talent. Learn more about the APMS here! We may share your application package with other selecting officials. Additional selections may be made through this vacancy. Click all links in this vacancy announcement to view additional information or instructions. You MUST select at least ONE ELIGIBILITY to be considered for this position. All documents submitted for this announcement must be legible to make qualification or eligibility determinations. A supervisory probationary period may be required. Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended. This position requires filing an OGE-450 Confidential Financial Disclosure Report within 30 days of onboarding and annually thereafter. NIST strives to build a flexible and encouraging work environment to bring out the best in our employees. To help our employees balance responsibilities at home and at work, NIST offers a variety of work-life flexibilities. For more information, please visit our Careers website.