This position serves as Customer Assistance Branch Chief, Customer Engagement Office (CEO), Office of the Chief Information Officer (OCIO), Office of the Chief Operating Officer (OCOO), Centers for Disease Control and Prevention.
Responsibilities
- Improve end-to-end experience of OCIO customers and fosters a customer-first mentality by facilitating the day-to-day point of contact.
- Work with other OCIO units to better understand technology users’ experiences and align OCIO products and services to customer needs.
- Manage and coordinate product, service, systems and infrastructure help desk, and monitors OCIO supported device deployment and refresh activities.
- Maintain a highly reliable, round-the clock customer support center(s) for all CDC users.
- Coordinates with other CDC organizations, vendors, and CDC contractors in the management of helpdesks, and the CDC Customer Support Centers (CSC) and Customer Solution Accelerators (CSA).
- Manage and direct CDC-wide IT Meeting Management Technologies activities to include voice and web conferencing services and capabilities, online video libraries, video streaming support, support and maintenance of video room units, technical stewardship of CDC’s video bridges.
- Coordinate the management and technical oversight of centralized contracts.
- Provide leadership and managerial direction to subordinate staff responsible for providing information security management and the rigorous application of cybersecurity/information assurance policies, principles, and practices.
- Direct and manage the operations of the Branch with primary responsibility for providing leadership and guidance to Branch staff.
