Summary

The Customer Access and Support Division Chief will serve as the eader of OISM's customer-facing division for NIST-wide services, and member of the OISM Management team that advises NIST leadership on recommended IT services and infrastructure to support NIST's mission.

Duties

Help

Working as a Customer Access and Support Division Chief for the Office of Information Systems Management (OISM), Customer Access and Support Division, your key responsibilities will include:

• Executive Leadership & Strategic Advising
  
  • Lead the Customer Access and Support Division-OISM's primary customer-facing unit-and serve on the OISM Management Team advising NIST leadership on IT services, infrastructure, and strategic direction.
  • Advise senior management on risk-informed approaches and present high-level IT issues alongside actionable solution recommendations to ensure technology aligns with NIST's mission.
  • Formulate division vision, strategic goals, policies, procedures, and operating budgets for designing and introducing new or updated IT services across NIST, the Department of Commerce (DoC), and other federal agencies.
• Operational & Team Management
  
  • Directly supervise ZP-IV team leads across key service areas, including endpoint management, desktop support, embedded tech support, and service desk operations across all NIST locations.
  • Define work objectives and establish operational benchmarks to ensure timely responses to incidents, service requests, events, and underlying problems.
  • Cultivate an inclusive, forward-thinking work environment that encourages innovation, open communication, shared learning, and cross-functional teamwork.
• Interagency Engagement & Industry Innovation
  
  • Represent NIST across organizational units, industry partners, and federal spaces to promote mission objectives, share best practices, and drive technical innovation in operational IT.
  • Promote data-driven decision-making by analyzing division performance and disseminating program results, analytical reports, and key metrics directly to the CIO and senior management.
  • Maintain expert, up-to-date knowledge of enterprise technology trends, business platforms, and industry best practices to continually elevate OISM's operational capabilities.

Requirements

Help

Conditions of employment

• U.S. citizenship
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment
• Completion of Confidential Financial Disclosure, Form OGE-450
• Bargaining Unit Position: No
• Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process.

Qualifications

Basic Requirements: For all positions, individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

???????Specialized Experience: Applicants must have one year (52 weeks) of specialized experience equivalent to at least the GS-14 level (ZP-IV at NIST). Specialized experience is defined as experience performing core principles of customer service and service management such as:

- Delivery of services for managed IT devices, such as ITSM Service Desk Tool, ITIL Change Management, Lifecycle Management, and Knowledge Management

- Program & Project Management related to IT help desk and/or other customer-facing services.

- Development of automation approaches that shorten resolution times and reduce costs, such as performance metrics and business case analysis.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook.

If requesting reconsideration of your qualification determination, please refer to the following site: Applicant Reconsideration

Education

Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.

Additional information

This position is covered under NIST's Alternative Personnel Management System (APMS), a pay-for-performance system with excellent HR flexibilities to help NIST recruit and retain top talent. Learn more about the APMS here!

• We may share your application package with other selecting officials. Additional selections may be made through this vacancy.
• Click all links in this vacancy announcement to view additional information or instructions.
• You MUST select at least ONE ELIGIBILITY to be considered for this position.
• All documents submitted for this announcement must be legible to make qualification or eligibility determinations.

• A supervisory probationary period may be required.
• Please prepare a resume no longer than 2 pages; only the first 2 pages will be considered during the review process. Ensure your font is 11 points or larger and upload your resume as a .pdf document. This helps ensure your formatting looks exactly the way you intended.
• This position requires filing an OGE-450 Confidential Financial Disclosure Report within 30 days of onboarding and annually thereafter.

NIST strives to build a flexible and encouraging work environment to bring out the best in our employees. To help our employees balance responsibilities at home and at work, NIST offers a variety of work-life flexibilities. For more information, please visit our Careers website.

Expand Hide additional information

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

Help

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.