Service Desk Coordinator

2 weeks ago

Washington, United States US Government National Mortgage Association (Ginnie Mae) Full time

**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 i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
- Obtain and use a Government-issued charge card for business-related 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 (non-Federal) applicants. A service agreement will be required.
- This is a **bargaining u**nit 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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