Summary
This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Supervision/Management Work Category at the Expert Work Level within the CES Occupational Structure. It is located in the DISA FE/Global Service Desk Division.
Duties
Develop and execute a comprehensive, holistic customer experience strategy that aligns directly with Command and directorate strategic goals, ensuring a positive and seamless customer journey across the entire service life cycle.
Serve as the directorate's primary advocate for the customer by establishing mechanisms to gather feedback, analyze user needs through surveys, and translate data-driven insights into actionable service delivery improvements.
Define, establish, and continuously monitor Key Performance Indicators (KPIs) and service metrics to track the effectiveness of CX initiatives, assess overall organizational health, and evaluate operational efficiency.
Serve as the ultimate escalation point for technical and customer service issues, actively coordinating with other internal IT teams to facilitate rapid, effective resolution and provide necessary project support.
Act as the strategic bridge between technical support teams and business stakeholders, successfully balancing rapid operational efficiency with optimal user satisfaction within a fast-paced technology environment
Education
There is no substitution of education for the qualifying experience at the GG-15 grade level.
How you will be evaluated
Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the applicant questionnaire to determine if you are qualified for this job. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating. COMPETENCIES Technical Competence Customer Service Leadership You can preview the Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/13034139 Criminal History Inquiries- If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency @ dfas.indianapolis-in.zh.mbx.ssc-cc@mail.mil