Supervisory HR Specialist

Summary As 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. Responsibilities Major 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. Requirements Conditions of Employment Must 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 Qualifications For 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. Education Additional Information Relocation assistance and/or incentives may be offered at the discretion of the supervisor. If you are unable to apply online and would like to request information about the Alternate Application process, please use the contact information at the bottom of this announcement. This job opportunity announcement may be used to fill additional similar vacancies across OPM. During the application process you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions. Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements visit the following websites: Persons with Disabilities-Schedule A Special Hiring Authorities for Veterans Special Hiring Authority for Certain Military Spouses Other Special Appointment Authorities Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/Home/Registration) Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request an RA in your online application. Requests for RA for the USA Hire Competency-Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency-Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency-Based Assessments if you received the link after the close of the announcement. To determine if you need an RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable\_Accommodations\_for\_USA\_Hire As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period, or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: - your performance and conduct; - the needs and interests of the agency; - whether your continued employment would advance organizational goals of the agency or the Government; and - whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period (or trial period) your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.