This position is located at Department of Housing and Urban Development, Government National Mortgage Association Ginnie Mae. This opportunity is also open to Status eligibles under announcement 24-HUD-1432. Please refer to that announcement for details on open period, eligibility, and how to apply.

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

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.

Contacts

• Address Government National Mortgage Association Ginnie Mae Administrative Resource Center Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]