This position is located in the Department of Technology Services (DTS), AO Technology Office (AOTO), AO Operations and Support Division. The incumbent will serve as the AO IT Operations and Support team lead in Charleston, SC providing oversight to contractor staff and ensuring support for a wide range of IT services.

Duties

The incumbent of this position serves as a Team Lead. Under the supervision and direction of the AO Operations and Support Division Chief, the incumbent oversees the overall operations and support of a wide range of IT services, including data, voice, and video, which support AO staff and contractors in multiple locations to include Charleston, SC, Washington, DC, and San Antonio, TX. This position, located in Charleston, SC, provides support for the Probation and Pretrial Service Office (PPSO) Federal Probation and Pretrial Academy's (FPPA) standard information technology business productivity service requirements. These services include Service Desk and deskside support, asset management, print management, and local area network support. Duties of the position include but are not limited to: Providing standard IT resources necessary to maintain business productivity operations of the academy; supporting reaccreditation of the Initial Probation and Pretrial Services training program; and assisting with FPPA's compliance with AO IT Security Initiatives. Providing government oversight and direction of contract staff focusing on managing multiple layers of end-user and system support, starting with the AO's Services Desk (Help Desk), and serving as a point of contact for AO IT service requests, problem reporting, resolution tracking and reporting. Assisting with the management of IT infrastructure assets, including desktop hardware and software, mobile devices, conferencing equipment, routers, switches, and servers, and supporting related AO IT services. Overseeing the restoration to normal service operation as quickly as possible to minimize the impact to operations. Implementing the "Incident Management" process and carrying out the respective reporting procedure ensuring service level targets are met. Reviewing hardware and peripheral IT equipment incidents to identify trends and recurring issues. Implementing standardization of all computing devices including Desktop, laptop, printers, and mobile device endpoints. Monitoring the use and deployment of software licensing and upgrades. Establishing continuous process improvement cycles whereby performance, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Coordinating outage procedures, communicating to end users and escalating to outside teams/vendors. Fostering teamwork across teams to gather information, assess and resolve incidents. Participating in AOTO's internal change management for AOTO's local IT solutions and LAN infrastructure. Participating in AOTO's Problem Management review and providing critical feedback to AOTO Engineers for solutions.

Requirements

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in ALL of the following: Overseeing, directing, developing, and leading a team of IT professionals at all levels with varying skill sets, including contractor support; Managing voice, data and video services supporting a large (2500+ users) organization, Tracking and analyzing help desk tickets; Managing inventory (hardware and software), version control, cyclical replacement, and security; and Implementing and maintaining Service Level Agreements (SLAs); and Ensuring operational effectiveness and streamlining services through development of repeatable processes.

Education

This position does not require education to qualify.

Contacts

• Address Department of Technology Services One Columbus Circle, NE Washington, DC 20544 US
• Name: Kymberli Camber
• Phone: (210) 301-6303
• Email: [email protected]