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Summary This position is in the Office of the Chief Information Officer (OCIO) within the Department of Administration and Finance, Millennium Challenge Corporation (MCC). Although the position is advertised equivalent to GS-15, MCC uses a pay banded system to compensate employees. This position is pay band MC-3A which is generally equal to GS-15. Responsibilities Manages the operations of the OCIO enterprise support program. Provides expert level technology operational support and guidance to MCC staff and affiliates, both domestically. Provides input and insight into OCIO operations and planning as an advocate of the customer. Consults with customers in defining information technology (It) requirements, facilitating business analysis and requirements-gathering, planning, communicating, training and supporting new and redeveloped systems. Oversees contract operations for the OCIO Service Desk regarding staffing, customer service metrics, reporting, adherence to service level agreements, asset management, standard operation procedures, and knowledge base articles. Recommends, negotiates and advises on matters involving changes to IT related policies, processes, and enhancements to operations systems in-line with best-practices and continuous service improvement principles. Leads the IT customer support contract and OCIO leadership team in identifying andaddressing IT customer service issues and improve IT service management processes and tools. Directs the implementation of quality assurance processes within enterprise support operations to ensure compliance with laws, regulations, policies, standards, and technical procedures. Develops and delivers IT training, brown bag sessions and associated communications for end users. Coordinates and/or provides standard and customized technology training services for enterprise applications, products and services through a variety of delivery channels. Collaborates with the OCIO leadership for both short-term and long-term strategic planning and budgeting. Formulates and refines IT policies, processes and guidelines for enterprise support. Makes recommendations for resolving information technology issues and requirements and keeps abreast of changing and emerging technology and practices. Performs other related duties as assigned. Requirements Conditions of Employment Qualifications To qualify for pay band 3a level you must meet the following: Have at least one year of specialized experience comparable to the MCC Pay Band 3b or GS-14 or an equivalent level which is directly related to the work of this position and which has equipped the applicant with the knowledge, skills, and abilities to perform successfully the duties of the position. This experience must include activities such as: managing the operations of the OCIO enterprise support program; applying and providing technical advice on IT principles, concepts, methods, standards and practices relating to enterprise support services and issues; successfully serving as a contracting officer representative (COR) or PM; overseeing operations such as contractor services for HelpDesk customer service management, end user device service management and IT asset management; experience presenting complex technical information to business process owners, data stewards, stakeholders and subject matter experts; experience developing and delivering IT training, lunch and learn sessions and associated communications for end users and coordinating customized technology training services for enterprise applications; and communicating orally and in writing to present IT plans, studies and analyses, and a variety of written materials (drafting policies, procedures, and technical systems documentation) and presenting recommendations to management. This experience MUST be well documented within your resume or application. Your resume must also reflect your IT related experience demonstrating each of the following four competencies: 1. Attention to Detail 2. Customer Service 3. Oral and Written Communication 4. Problem Solving. PART-TIME OR UNPAID EXPERIENCE: Credit may be given for appropriate unpaid and or part-time work. To receive credit, you must clearly identify the duties and responsibilities in each position held and the total number of hours worked per week. A new hire's direct and overall experience are critical factors in determining a salary offer. It is important that your resume fully reflects all of your directly-related work experience. Salary offers include three key factors: The selectee's directly related experience at the same level as the position. The selectee's overall experience in a particular area. The salaries of employees in similar positions and with similar levels of experience. MCC also takes the selectee's skill set into account. Applicants should note that salary offers seldom fall near the upper end of the salary range listed in the vacancy announcement. Salary may be set from the minimum to the midpoint of the salary range pf the pay band. In some instances, based on a selectee's extensive experience directly related to the position, salary may be set at or above the mid-point up to the maximum salary for that pay band. See information on MCC base pay ranges and salary structure (https://www.mcc.gov/careers/pay-bands). Education Additional Information RECRUITMENT/RELOCATION BONUS may be authorized for this position. If you are not a current federal employee this position may authorize a one time Recruitment bonus to be paid over a specified period. Selected individual will be required to a sign service agreement prior to receiving any bonus payments. If you are a current federal employee this position may authorize a one time Relocation bonus to be paid over a specified period. Selected individual will be required to a sign service agreement prior to receiving any bonus payments. SELECTIVE SERVICE: Males born after 12/31/1959 must be registered for the Selective Service. Selectee may qualify for credit toward annual leave accrual, based on prior work experience. The position may be filled by reassignment, change to lower level, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. You must meet all qualification requirements by the closing date of the announcement. Please note that qualification claims will be subject to verification. Your pay will be set within the range specified in this vacancy announcement and will be based on your qualifications, education, experience, training, and availability of funds. If the position is advertised with promotion potential, the selectee may be promoted to the full performance level without further competition. Selection at a lower pay band level does not guarantee promotion to the full performance level, nor is the promise of promotion implied. DESCRIBING YOUR EXPERIENCE: PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/ application does not support your questionnaire answers, we will not allow credit for your response(s). Your resume must contain sufficiently detailed information upon which to make a qualification determination. Applicants must include their own documented examples of the required experience in their resume. Applicants who copy the duties section of this announcement into their resume as their current experience will be disqualified. Selectee may be required to complete a Public Financial Disclosure Report (OGE Form 278) or a Confidential Financial Disclosure Form (OGE 450). You must be able to obtain and maintain a Government contractor issued travel card to be used for official business. Selectee may be required to complete a probationary/trial period.