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Summary This IT Service Desk Manager position is located in the U.S. Agency for Global Media (USAGM), Office of Technology, Services, and Innovation. The incumbent directs, manages, and supervises the technical staff of the Computer System Support Division which manages the agency's tier 1 and tier 2 support teams. The organization is responsible for managing 24-hour, 365-day support services for users of information technology systems, including software, hardware, and project-based activities. Responsibilities As a IT Service Desk Manager, you will be responsible for duties to include, but are not limited to: Direct and support the day-to-day operational activities of the 365x24x7 USAGM IT Service Desk. Lead, mentor, and train a team of IT professionals to ensure high performance and continuous improvement in customer service and service delivery. Plan and organize work and project assignments by subordinates. Implements way to eliminate or reduce significant bottlenecks and barriers to production. Supervisory duties including performance management, interviewing candidates, and addressing training needs. Responsible for review, development, implementation, and continual service improvement of IT Service Desk management processes. Plan, execute, and oversee various IT projects, coordinating resources and ensuring successful completion within scope and budget. Manage a global computer inventory of 2,500+ devices (PC and Mac). Develops and/or interprets IT policies, standards, procedures, and strategies governing the planning and delivery of customer services throughout the agency. Contribute to strategic IT planning, aligning service desk goals with the overall IT and organizational objectives. Requirements Conditions of Employment Qualifications Applicants must have a minimum of one year of specialized experience at a level of difficulty and responsibility comparable to the GS-13 or comparable pay band in the Federal service or equivalent experience in the private sector. Specialized Experience is experience that has equipped the applicant with the knowledge, skills and abilities to successfully perform the duties of the position and includes all of the following: Improving service desk operations including service delivery and customer service; Managing IT projects, including planning, execution, schedule, budget and resource coordination; Leading and mentoring IT professionals in resolving complex technology issues; Providing expert technical guidance and troubleshooting on critical IT issues and incidents; Experience in service desk operations management including service delivery, strategic planning, and financial/budget management; and Training and mentoring Service Desk IT professionals. Education Education is not required for this grade level. It cannot be used for qualification purposes. Additional Information Preferred Qualifications: An ideal candidate for this position would have: ITIL v3 or v4 certification; and HDI Support Center Manager certification. We encourage applicants with these certifications to include them on their resume so they may be considered during the selection process. Applicants who are interested in applying under Delegated Examining (DE) procedures must apply to vacancy announcement DE-12540642-24-KT. USAGM is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service. Candidates MUST meet all qualification requirements by closing date. 1. If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency. For Military Selective Service Act requirement information, please visit https://www.sss.gov. 2. Your application to this vacancy announcement will only allow consideration for this announcement. We cannot electronically or manually move your application to corresponding announcements if applicable. 3. Additional vacancies not reflected in the announcement that occur after the opening date of the vacancy announcement for position(s) identical (same grade, series and title) to the original vacancy may be filled from the selection certificate during the validity of the certificate. 4. Budgetary conditions may delay or otherwise affect filling this vacancy. However, all interested candidates should apply now.