Summary 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. Responsibilities 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 Conditions of Employment CONDITIONS OF EMPLOYMENT All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed. Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of non-citizens/. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification. All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check. New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/. All new AO employees are required to identify a financial institution for direct deposit of pay before appointment. You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation. 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. Additional Information The AO is an Equal Opportunity Employer.