Other Agencies and Independent Organizations
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.
- 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.
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Listed under HR Generalist & Business Partner jobs, HR Specialist jobs.