Lead IT Specialist (Tier II) GS-2210-14

The Desktop Engineer Tier II Federal Lead is responsible for all aspects of oversight for their contractor and federal teams. They serve in many roles such as Operations lead, mentor, technical Subject Matter Expert (SME), data analyst, process engineer, contractual monitor, and others.

The individual serves as motivated customer service-oriented Desktop Engineer Tier II professional to act as the Federal Lead for a large contractor team. This is a leadership role responsible for oversight and management of day-to-day operations including SLA monitoring, continuous improvement, and overall performance management. The incumbent will be the desktop engineering technical subject matter expert and needs be detail oriented, process driven, possess excellent organizational skills, have expert hardware/software troubleshooting skills, and be able to follow through on multiple issues in a fast-paced environment with dynamic priorities. Must have extensive knowledge of Microsoft Windows Operating Systems and Microsoft Office tools, with MacOS, iOS, and iPad OS troubleshooting experience desired. Must also possess support capabilities in LAN, VPN, mobility devices, hardware and peripherals, and other technologies. Must possess experience escalating and coordinating integrated strategies for troubleshooting and issue/incident resolution across multi-disciplinary teams. This position provides the full range of IT support services to effectively enable DOT to meet its safety and national security missions through innovative IT solutions, collaboration, and industry best practices.

You will serve as a Team Lead IT Specialist responsible for recommending, evaluating, analyzing, and managing overseeing the implementation of a wide-range of Information Technology (IT) and information management services. You will coordinate with the line of business and other DOT administrations in the development of modern IT systems, solutions, and strategies.

The Desktop Engineer Tier II Federal Lead performs a leadership role as a technical advisor and expert on (COE) mission areas which may include IT planning, project management, asset management, configuration management, information management, data management, systems integration, IT security, software development methodologies, web development and content management, network and Service Desk, enterprise architecture, capital planning, Section 508, and other DOT and Federal IT polices, standards, and guidelines.

DUTIES

Core responsibilities include but are not limited to:

· Forming a collegial and effective relationship with their federal and contractor Tower Lead counterparts

· Serve as the escalation point for contractor staff for issues they can’t resolve or that require Federal decision makers

· Ensuring that proper coverage is in place at all times, escalating any issues to Leadership timely

· Developing, monitoring and reporting on individual and team adherence to Service Level Agreements (SLAs) and other contractual deliverables

· Monitoring of relevant tools to ensure proper and efficient utilization of resources

· Daily auditing and scoring of technicians’ ServiceNow tickets and other tasks

· Timely and documented communication of negative findings to the contractor Lead and EUS leadership

· Ownership and delivery of all pertinent statistics, graphs, reports, Work Instructions, workflow diagrams, issues log and other documentation to the relevant parties, contractor and federal, per designated schedules. This includes “before and after” data so performance improvements and degradation can be trended over time.

· Creation and maintenance of all required artifacts

· Preparing for and conducting regular meetings with federal and contractor Lead counterparts

· Conducting regular meetings with Tier 1/Service Desk federal staff

· Ensuring the Tier 2 teams consistently maintain a CSAT rating of “Good” or higher, following up with customers on negative survey results

· Reviewing the Change Management calendar for production changes that could impact the customer base and result in Incident tickets

· Serve as a Subject Matter Expert (SME) for all tools and documentation utilized by Tier 2

· Provide defined and ad hoc performance information and reports to EUS leadership

· Deskside Tier 2 support shall be provided in person and over the phone via remote desktop connection. All support work will be documented appropriately in the ticketing system.

· Provide federal representation in project and business facing meetings

· Other duties as assigned or self-identified

Leverage data from ticketing systems and other sources to proactively identify and resolve problems before becoming systemic. This includes continuous process improvements to improve customer service levels and to mature and realign service delivery and support services as technology evolves and improvements/changes are made to the COE business model.

Recommends systems modifications to reduce user problems. Serves as a computer expert on project teams involving major efforts in the full spectrum of automated system activities ranging from initial problem definition through system analysis, design, development, implementation, and post-implementation evaluation. This includes performing continuous program and process improvements, data analysis to identify trends and proactively address problems before they become systemic, maintain high levels of customer satisfaction, documentation, and project management (annual planning and execution), and effective & timely communication to ITSS staff.

Qualifications: Specialized experience

To meet the minimum qualifications for this position, you must meet the experience qualifications for the grade at which you are requesting consideration.

TO QUALIFY FOR THE GS-14:

· Experience working with a team of (Tier 2 IT) specialists to resolve and provide technical support to customers in an Enterprise environment.

· Experience managing daily operational tasks, assignments, and projects to improve and increase information technology service delivery, business, and mission performance within a department.

· Experience working in an Enterprise IT Infrastructure program supporting more than one of the following areas: Desktop Support, Server and Networking Operations, Enterprise Systems, Asset Tracking, IT Standards and Processes, Voice/Messaging Services and Business Management Operations.

· Experience applying qualitative and quantitative techniques to analyze and measure the effectiveness and efficiency of IT programs/projects to include the use of performance measurement data or data analysis, project tracking and status reporting, IT systems development and enhancements.

· Must possess effective and professional verbal, oral, and written communications skills, and demonstrate composure and successful task execution in high-pressure, high-visibility, and time-sensitive conditions.

To successfully perform these responsibilities, the Lead must possess or be able to acquire the following core competencies:

· Effective time management skills

· Advanced communications skills, written and verbal, to various levels of the organization

· Advanced data analysis skills (numerical and text)

· Intermediate to advanced skills using MS Word, Excel, PowerPoint, ServiceNow reports and dashboards, T-Metrics reports, and others

· Process development/improvement/re-engineering skills

· Ability to effectively manage tasks delegated to others

· Ability to exercise sound judgment

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.