SVC Technology Support Assistant Manager

Federal Reserve Bank of Kansas City - Omaha, NE3.9

Full-timeEstimated: $72,000 - $96,000 a year
SVC Technology Support Assistant Manager-257418
Federal Reserve Bank of Kansas City
Primary Location NE-Omaha
Full-time / Part-time Full-time
Employee Status Regular
Overtime Status Exempt
Job Type Experienced
Travel Yes, 25 % of the Time
Shift Day Job
Job Sensitivity Tier III - Top Secret

Organization Overview:
The Federal Reserve Bank of Kansas City is one of 12 regional Reserve Banks that, along with the Board of Governors in Washington, D.C., make up our nation’s central bank. The Federal Reserve plays a major role in operating the nation’s payment system, and additionally serves as a fiscal agent to the U.S. Department of the Treasury (Treasury) to support key payments business lines and programs in partnership with the Treasury.

Job Summary:
The Federal Reserve Bank of Kansas City is seeking a Technology Support Assistant Manager to supervise day-to-day technical support to customers and software developers of a highly complex Stored Value Card (SVC) payment system in support of the Department of Treasury. This role will lead a team of software application analysts, infrastructure technicians, equipment specialists, and information security specialists responsible for assisting remote customers in troubleshooting technical issues with Point of Sale devices, servers, and telecommunications solutions. Additionally, this role will supervise a test lab, and a repair facility for building and maintaining hardware devices that support the business line. Qualified candidates will excel in providing operational technical support in complex and dynamic circumstances.

Key Activities:
Manage team of Systems Application Analysts (SAA) who are responsible for production support, incident management, change management, disaster recovery and user acceptance testing support.
Develops tactical plan and ensures all application support responsibilities including goals and objectives, budget targets, and performance metrics are met. Ensures the SAAs understand and execute to achieve published goals and objectives.
Prioritizes activities of staff to ensure efficient utilization of resources and completion of work, develops standards and policies, and reviews written reports, papers, and correspondence for accuracy, consistency, style, and clarity.
Leads highly complex and visible project work. Actively participates in, or leads, workgroups and meetings at the Project and Bank level.
Interacts with department, Fiscal Service, Department of Defense, financial agents, and Bank management to resolve escalated issues and/or provide recommendations related to business, technical, and budgetary concerns. Demonstrates support for, and ensures compliance with Bank, Fiscal Service, and System policies and procedures. Identifies risks in the activities of the department/Fiscal Service project, and leads technical and operational improvement initiatives to minimize risks.
Conducts and may lead workforce planning for the project. Recognizes the full potential of employees and provides them with needed resources, experiences, and other support. Effectively delegates assignments to provide reasonable challenge and developmental opportunities to strengthen depth and breadth of knowledge. Facilitates delegated assignments by defining parameters, balancing business priorities with individual workloads, and removing barriers.
Attracts, motivates, and retains strong performers. Reviews resumes, conducts interviews, and selects hires based on evaluation of candidate fit. Provides timely and effective coaching and feedback on staff performance and development issues. Recommends salary increases, promotions, variable pay awards, and disciplinary actions including terminations of employment. Approves personnel actions such as transfers and progressive counseling. Promptly takes action with identifying and addressing staff performance issues through progressive counseling.
Identifies, understands and communicates broad, highly complex issues at the Bank, Treasury, or Stakeholder level and determines their impact. Confronts problems decisively, taking timely and appropriate actions. Involves others in decisions when appropriate to take advantage of their talents and skills. Makes sound and difficult decisions that benefit the Bank even when in conflict with own views.
Celebrates successes and acts to positively influence the Bank’s culture. Fosters and supports a positive work environment. Addresses interpersonal conflicts and supports others in addressing issues.
Oversees operation of a test lab used for application development testing as well as troubleshooting production system degradations and disruptions
Oversees deployable equipment associated with the program to include provisioning equipment prior to shipment, receipt/repair of returned equipment and inventory management.
Assists in overseeing the patch management program, including remote patching of deployed servers and devices; ensures required compliance reporting is completed.
Responsible for ensuring compliance with Federal Reserve System, Treasury, and DoD information assurance requirements, as well as compliance with Payment Card Industry (PCI) standards.
Assists in overseeing a comprehensive vulnerability management program.
Leads program’s technical support team which provides Level 2 technical support to SVC customers.
Coordinates with development team for Level 3 technical support requirements.
Coordinates with third party technicians who provide on-site technical support and installation to ensure customer technical requirements are met.
Travel – Up to 15% once steady state operations are achieved; more significant travel of approximately 25% will be required during the initial transition period.

Bachelor’s degree from an accredited college or university in field related to department functions or equivalent combination of education and experience.
Hold an active Top Secret clearance or be eligible to obtain one.
Six or more years of work experience within related information technology field, which includes either four years of relevant technical leadership experience at the Bank or relevant leadership experience in another organization, or an equivalent combination.
Demonstrates leadership skills as outlined by the Bank’s leadership competencies.
Knowledge of budget and accounting principles and systems; knowledge of the Federal Reserve’s PACS accounting processes desired.
Strong computer skills in programs including, but not limited to, Word, Excel, PowerPoint, Internet and e-mail programs, and other automated Bank applications.
Effective problem solving and analytical skills.
Accomplished project management skills, to include organization, planning, and execution.
Broad knowledge of department, Bank, and/or System operations, regulations, and policies; currency with broad technological direction and industry best practices for IT organizations.
Good strategic vision and focus.
Highly proficient written and verbal communication skills, including the ability to communicate in an articulate manner to a wide range of audiences.
Strong customer service and interpersonal skills, including the ability to work effectively and collaboratively in a team environment; motivate and work through others to accomplish tasks; and deal honestly and directly with others.
United States citizenship is required for this position.

Preferred Qualifications:
Knowledge and experience with the Department of Defense Information Network (DoDIN) to include the telecommunications services and infrastructure that support tactical ground forces and ships
Experience with Integrated Shipboard Network System (ISNS) and Consolidated Afloat Networks and Enterprise Services (CANES)
Knowledge and experience with Department of Defense information assurance organizations, processes and tools
Knowledge of payment system technology
Experience with Host Based Security System (HBSS) and Assured Compliance Assessment Solution (ACAS)
Information Security Certification (CompTIA Security+, GSEC, CISSP, CISM)
ITIL Certification
Prior military service with information technology, communications, and information assurance experience; Navy shipboard experience particularly desirable

This position requires Top Secret clearance and additional Treasury screening due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance. Employment can begin before the full screenings are completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

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The Federal Reserve Bank of Kansas City is an equal opportunity employer. As such, the Bank recruits, hires, trains, and promotes individuals without regard to race, color, religion, sex, national origin, age, disability and/or sexual orientation.