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Duties

This position is being filled under AcqDemo Direct Hiring Authority (DHA) for non-acquisition positions involving 51% or more of time in direct support of acquisition positions within Business and Technical Management Professional Career path.


As an IT PROGRAM MANAGER (CUSTOMER SUPPORT) at the NH-2210-3 level, some of your typical work assignments may include:

• Leading the execution of all SDA-utilized enterprise networks, systems, and services.
• Developing relationships and building agreements with service providers in order to quickly support the needs of SDA's mission.
• Managing and executing a response ticketing system and help desk, be the tier 1 and tier 2 support across the agency, provide technical support and customer service to SDA's users.
• Making recommendations on technical solutions to meet SDA's needs, respond to questions regarding procedures, collaborate with SDA's IT partners, and perform all other IT-related support for the agency.

Requirements

Conditions of Employment

• Must be a U.S. Citizen
• Occasional Travel
• Work Schedule: Full-time
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Overtime: Occasionally
• Tour of Duty: Flexible
• Recruitment Incentives: May be Authorized
• Fair Labor Standards Act (FLSA): Exempt
• Financial Disclosure: Required
• Telework Eligibility: This position is telework eligible
• Employee must obtain/maintain a Special Sensitive (Top Secret SCI) security clearance

How You Will Be Evaluated

• Benefits

  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc).
  
  Your complete application includes your COMPLETE resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
  
  The following documents are REQUIRED
  1. Your resume:

  • Your resume may be submitted in any format. It must include your name and contact information and support the specialized experience described in this announcement.
  • For qualifications determinations your resume must contain the number of hours worked per week and the dates of employment (i.e.," HRS per week and month/year" or "HRS per week and month/year to present").
  • For additional information see: What to include in your resume.

  PLEASE REVIEW THE BELOW LINK FOR OTHER SUPPORTING DOCUMENTS needed for proof of eligibility:
  https://www.dla.mil/Portals/104/Documents/Careers/downloads/FourthEstateRequiredSupportingDocumentation%2011-16-2020.pdf?ver=Lgkkn1HW9a8is7V2lyCS2Q%3d%3d
  

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
  
  The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration.
  
  To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
  
  You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
  
  You will receive an email notification when your application has been received for the announcement.
  
  To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
  To preview the questionnaire, please go to https://apply.usastaffing.gov/ViewQuestionnaire/12048396.
  
  The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
  Equal Employment Opportunity Policy
  
  The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
  
  

  • OPM Equal Employment

  
  

  • Office of Equal Opportunity

  
  Reasonable Accommodation Policy
  Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a Case-by-Case basis.
  
  A reasonable accommodation is any change in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:
  
  

  • When an applicant with a disability needs an accommodation to have an equal opportunity to compete for a job.
  • When an employee with a disability needs an accommodation to perform the essential functions of the job or to gain access to the workplace, And
  • When an employee with a disability needs an accommodation to enjoy equal access to benefits and privileges of employment (e.g., details, trainings, office-sponsored events).

  
  - Disability Employment - Reasonable Accommodations
  
  

  • How to contact an agency

  
  Legal and regulatory guidance
  
  Financial Suitability
  
  Social Security number request
  
  Privacy Act
  
  Selective Service
  
  New employee probationary period
  
  Signature & False statements

  Agency contact information

  SDA Servicing Team

  Phone

  614-692-9434

  Email

  DHRS-D-SDA@DLA.MIL

  Address

  Space Development Agency
  3030 Defense Pentagon
  Washington, DC 20301
  US

  Next steps

  A list of qualified applicants will be created and sent to the selecting official. All applicants reviewed and/or referred will receive a notification letter.
  
  The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
  
  REGARDING INTERVIEWS: Interviews may be required for this position. Accommodations may be made to conduct telephonic interviews to preclude travel hardships for applicants.
  
  NOTE: Declining to be interviewed or failure to report for a scheduled interview will be considered as a declination for further consideration for employment against this vacancy.
  
  This announcement may be used to fill additional vacancies.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

Clarification from the agency

All U.S. Citizens