About this role
Job SummaryAs a Supervisory HR Specialist GS-0201-14 with the US Office of Personnel Management, Human Resources Solutions, Federal Systems Center, User Support, you will lead user support operations for human resources information technology systems; oversee training, help desk, and user resource services; analyze service trends and customer needs; advise leadership on program improvements; and supervise federal employees and contractor-supported work.
QualificationsFor the GS 14: You must have one full year (52 weeks) of specialized experience comparable in scope and responsibility to the GS-13 grade level or pay band in the Federal service (obtained in either the public or private sectors) performing ALL the following duties: Directing or coordinating user support, help desk, or customer support services for information technology systems, including resolving user issues and coordinating escalations with technical or program stakeholders; Developing, managing, or evaluating system training, user guidance, online help content, or other resources used to support system users; Analyzing service metrics, customer feedback, user issues, or operational trends and recommending changes to improve service delivery, system functionality, or user support processes; Advising managers, customers, system owners, or other stakeholders on user support needs, operational risks, service issues, or recommended solutions; AND Leading the work of employees or teams by assigning or coordinating work, monitoring results, providing feedback or coaching, and supporting staff development. Merit promotion applicants must meet the time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-13 level is required to meet the time-in-grade requirements for the GS14 level. You must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement. 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.
Major DutiesMajor Duties Directs user support and help desk operations for human resources information technology systems, including troubleshooting, escalation, service coverage, and resolution of user issues. Oversees development and delivery of system training, online help content, guides, videos, and other user resources, ensuring materials remain current and accessible. Analyzes help desk performance, customer satisfaction, service trends, and system issues to recommend service improvements, system enhancements, or corrective actions. Coordinates with information technology offices, system owners, program organizations, vendors, and customer agencies to resolve issues and support delivery of user services. Advises leadership on customer needs, user trends, program risks, system issues, and opportunities to improve products, services, and user support strategies. Supervises employees by assigning work, setting performance expectations, evaluating performance, coaching staff, addressing employee concerns, and supporting employee development. Oversees contractor work by defining requirements, establishing schedules and standards, monitoring performance, and determining whether work products are acceptable.RequirementsMust be a U.S. Citizen or National Males born after 12-31-59 must be registered for Selective Service Suitable for Federal employment, determined by a background investigation May be required to successfully complete a probationary period Candidates will not be hired based on their race, sex, color, religion, or national origin Complete the initial online assessment and USAHire Assessment, if required You will be required to report to an OPM assigned office. This position is not eligible for inclusion in a bargaining unit