Service Desk Coordinator - Washington, United States - US Government National Mortgage Association (Ginnie Mae)

US Government National Mortgage Association (Ginnie Mae)
US Government National Mortgage Association (Ginnie Mae)
Verified Company
Washington, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Duties:


As a
Service Desk Coordinator, you will:

  • Be responsible for coordinating activities and services concerning the complete range of responsibilities and management activities required for ongoing operation of the service desk.
  • Train, coach, and mentor Service Desk Agents and vendor support teams to iteratively improve performance and efficacy.
  • Provide data and reporting of KPI's (Key Performance Indicators) and trends regarding Ginnie Mae customers, systems, and processes.
  • Serve as a Contracting Officer's Representative (COR) for Ginnie Mae Customer Service Desk related contracts.

Requirements:


Conditions of Employment:

The official duty station for this position will be in
Washington, District of Columbia. Failure to report to duty at this location may be grounds for a disciplinary action, including removal.


Key Requirements:


  • Must be U.S. Citizen or U.S. National.
  • A one year probationary period may be required.
  • Must successfully complete a background investigation.


  • Public Trust

  • Background Investigation will be required.
  • Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
  • Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
  • If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
  • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
  • Obtain and use a Governmentissued charge card for businessrelated travel.
  • Please refer to "Additional Information Section for additional Conditions of Employment."

Qualifications:


  • You must meet the following requirements by the closing date of this announcement.
-
Specialized Experience: For the GS-13, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service.

Specialized experience for this position includes:

  • Leading a team or project responsible for assessing the customer experience and developing and implementing improvements in the housing or finance industry; AND
  • Analyzing and recommending policies, procedures or products to enhance existing service desk/help desk programs; AND
  • Overseeing customer service operations and ensuring timely and effective resolutions to escalated issues.
Experience may have been gained in either the public, private sector or
volunteer service
. One year of experience refers to full-time work; part-time work is considered on a prorated basis.

To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your resume.

Education**:

This job does not have an education qualification requirement.


Additional information:


OTHER INFORMATION:


  • We may select from this announcement or any other source to fill one or more vacancies.
  • Relocation expenses will not be paid.
  • Relocation incentive will not be paid.
  • A recruitment incentive may be paid to newly appointed (nonFederal) applicants. A service agreement will be required.
  • This is a
    bargaining unit position.
  • This position is
    Exempt from the Fair Labor Standards Act (FLSA).
  • HUD offers alternative and flexible work schedules.

CONDITIONS OF EMPLOYMENT (CONTINUED):


  • Benefits
A career with the U.S. government provides employees with a comprehensive benefits package.

As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Opens in a new windowLearn more about federal benefits.

Review our benefits


Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

Contact the hiring agency for more information on the specific benefits offered.


How You Will Be Evaluated:

You will be evaluated for this job based on how well you meet the qualifications above.

Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category.


Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.


If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)) you must receive a score in the middle quality category or better to be rated as "well qualified" to receive special selection priority.


  • Benefits
A career with the U.S. government p
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