This position is part of the Defense Human Resources Activity. The incumbent will be responsible for 11 government employees, the DoD beneficiary support and services at DMDC, to include the DMDC Support Office (DSO), Partner Mission IT Support, the DMDC Consolidated Contact Center at Ft. Knox, KY, as well as the electronic benefits services for the Office of the Secretary of Defense a total of 270 contractors in all.
You may qualify at the GS-GS-15, if you fulfill the following qualifications: A. One year of specialized experience equivalent to the GS-14 grade level in the Federal service: Managing a contact center with extensive knowledge and experience in Personnel Reporting System (DEERS), and Health Management operations and data (Tricare Management Activity (TMA)). Utilizing legislation and policies related to the Department of Defense (DoD) benefits and entitlements efficiently and accurately. Providing support to investigative agencies and advisory services with local and large-scale agencies including high level officials and their customers regarding benefits, entitlements and records. Researching and applying Uniformed Services benefits and entitlements, and other government Agencies. 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.
As a CCC DIVISION CHIEF at the GS-0301-15 some of your typical work assignments may include: Overall responsibility for customer advocacy to all users and beneficiaries of DMDC services and products and end to end support for all Defense Manpower Data Center (DMDC) field deployed assets for Real-time Automated Personnel Identification Systems (RAPIDS), Defense Biometrics Identification System (DBIDS), and Non-combatant Tracking System (NTS). This is a critical expansion, encompassing not only day-to-day operations but also the vital protection of sensitive information while ensuring customer satisfaction. Direct participation in and oversight of the design and developmental stages of contractual terms and agreements. This requires technical expertise, project management skills, and a deep understanding of contractual obligations. Exercises delegated managerial authority to establish annual, multi-year, and long-range work plans and schedules for technological changes within DMDC helpdesk operations. This includes strategic planning, resource allocation, and anticipating future technological needs. Responsible for overseeing quality assurance activities, which includes confirming the correct database update was made and for overseeing senior analysts who are responsible for analyzing and fixing data in the Defense Enrollment Eligibility Reporting System (DEERS) for beneficiaries to receive the benefits and entitlements they are eligible for in accordance with the law. Possesses a strong analytical, interpersonal, verbal and written communications skills to represent DMDC, write proposals or papers, act as a liaison with product/service vendors, make presentations to customers or client audiences or professional peers, work closely with upper management and have extensive contact with high level officials in DoD, other federal agencies, and the private sector. General knowledge of DMDC systems and applications needed to manage the Tier 1 Help Desk function, functions and capabilities of Learning Management Systems to assure proper development, deployment, and use of training material required to certify field users of DMDC systems and applications. Oversees the troubleshooting and responses provided through the Help Desk function of the Customer Contact Center.