Job Information
Government National Mortgage Association (Ginnie Mae) Service Desk Coordinator in Washington, District Of Columbia
Summary This position is located in the Department of Housing and Urban Development, Government National Mortgage Association Ginnie Mae. If you do not meet any of the categories listed below, you may wish to apply under announcement 24-HUD-1433-P which is open for any U.S. citizen to apply. Please refer to that announcement for details on open period, eligibility, and how to apply. Responsibilities 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 within 30 days of 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. Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-13 you must have been at the GS-12 level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment. Education 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 unit position. This position is Exempt from the Fair Labor Standards Act (FLSA). HUD offers alternative and flexible work schedules. This announcement may be used to fill additional vacancies for similar positions across HUD. During the online application process, you will be asked to specify if you would like your application information shared with other hiring managers in the Program Office listed in this announcement or in other HUD Program Offices. Opting to share your application information will not impact your application for this announcement, nor will it guarantee further consideration for additional positions. CONDITIONS OF EMPLOYMENT (CONTINUED): HUD employees are subject to a number of government-wide and HUD specific ethics laws and regulations, including restrictions on working in a real estate related business, and having Section 8 tenants, along with other prohibited interests and activities. To review applicable ethics rules and HUD specific restrictions, please visit https://portal.hud.gov/hudportal/HUD?src=/program_offices/general_counsel/ethics.