Total 19 Director/C-Level Customer Service job vacancies in 1775 Leidos Franklin Ctr Columbia MD

Major duties for this position include, but are not limited to the following:

• Serve as the Customer Service Branch Chief for headquarters and key advisor to the Division Chief of Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk) in customer experience, operations, efficiencies, and quality of services.
• Lead the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor. Works with other IT managers to provide a cohesive customer experience.
• Lead and coordinate the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base).
• Oversee the 24/7 Level 1 (phone) support services. Apply industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact.
• Manage the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided.
• Apply the appropriate industry frameworks within the Support Center to fulfil the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach.
• Monitor and report on service level targets for incidents, problems, and requests fulfilment; regularly presenting performance results to the Agency executive leadership.
• Maintain and test contingency plans to ensure high availability of the Support Center services.
• Formulate and defend IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources.
• Develop performance standards and evaluates work performance of direct reports.
• Serve as one of the program managers for the labor services support contract.
• Perform other duties as assigned.

Major duties for this position include, but are not limited to the following:

• Serve as the Customer Service Branch Chief for headquarters and key advisor to the Division Chief of Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk) in customer experience, operations, efficiencies, and quality of services.
• Lead the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor. Works with other IT managers to provide a cohesive customer experience.
• Lead and coordinate the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base).
• Oversee the 24/7 Level 1 (phone) support services. Apply industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact.
• Manage the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided.
• Apply the appropriate industry frameworks within the Support Center to fulfil the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach.
• Monitor and report on service level targets for incidents, problems, and requests fulfilment; regularly presenting performance results to the Agency executive leadership.
• Maintain and test contingency plans to ensure high availability of the Support Center services.
• Formulate and defend IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources.
• Develop performance standards and evaluates work performance of direct reports.
• Serve as one of the program managers for the labor services support contract.
• Perform other duties as assigned.

This position is located under the Office of Science and Technology, IT Systems Delivery Division, Application Support Branch, in Washington, District of Columbia.

Serves as the Chief, Application Support Branch responsible for the management of Information Technology programs, contracts, and resources to meet the established OST and ATF strategic goals and program objectives.

• Manages and direct branch activities and performs the full range of supervisory functions over the personnel. Assigns and reviews work, established priorities, approves leave, evaluate performance, determines training needs of staff and approves necessary training.
• Manages contracts, leases, and equipment and ensures that all contract management, either products or personnel, are compliant with the Federal Acquisition regulations and ATF policies. Manages contracts and leases verifying quality and completion. Interprets vendor contracts for the enterprise. Monitors the service providers' penalties incentives if performance does not meet established criteria.
• Analyzes, tests, installs, implements and supports new or existing application software. Analyzes systems requirements in response to business requirements, risk and costs, and evaluates, selects, verifies and validates the system software environment.
• Serves as the day-to-day liaison between the business units and service providers for the domain and provides input to contract expectations by seeking maximum benefits for business users.
• Participates in the government process, working with the business areas to set domain priorities. Identifies competing needs and requirements and resolve issues. Coordinates the collection of performance metrics for their domain. Provides metrics to the Sourcing Office and services as first level problem solver.

As a Director of Communication and Outreach, AD-0301-00 (Senior Manager), you will be responsible for:

• Driving the overall vision, strategy, and execution of FSA’s communication and outreach plan.
• As a recognized expert, providing leadership in the evaluation, assessment and improvement of programs and management systems by applying a wide range of qualitative and quantitative techniques.
• Providing program oversight and guidance that addresses modern communication practices and management approaches, drawing heavily upon best practices from the private sector and other Federal agencies.
• Planning, developing, directing, and managing the communication and outreach strategy and team to meet FSA strategic goals.
• Recommending the appropriate customer centric solutions to support the policies and directives issued by the Department of Education, Federal Student Aid (FSA), and the Intermediate of Chief Operations Office.

The incumbent of this position serves as a Branch Chief responsible for the supervision and management of the National Office Branch of the Office of the Division Counsel/Associate Chief Counsel (Criminal Tax) (DC/ACC) providing legal counsel to IRS, Criminal Investigation (Cl). The Branch provides all necessary legal services in connection with formulating and implementing legal positions and policies broadly impacting the criminal tax function; reviews significant or sensitive legal cases and grand jury matters centralized in the National Office and prepares legal opinions on significant criminal tax issues received by the DC/ACC; reviews and prepares a variety of criminal tax work products such as search warrants, undercover requests, responses to congressional correspondence, analysis of legislative matters and manual revisions; reviews criminal tax appellate matters and makes appropriate recommendations for appeal to the Department of Justice; reviews and analyzes forfeiture matters as well as cases involving money laundering and Title 31 violations; provides formal and informal advisory opinions and other assistance to officials of Cl with respect to criminal tax matters; coordinates with other Division Counsel on matters (such as proposed civil liability actions, Freedom of Information Act, Privacy Act, and discovery proceedings) relating to particular criminal tax cases; reviews proposed prosecution cases declined by the Department of Justice.

As a Supervisory General Attorney (Tax)-Branch Chief, you will:

• Act as a legal consultant to (CI) on some of the most difficult, important, and complex professional and legal matters arising in the administration of the Internal Revenue laws.
• Direct exhaustive and detailed research on some of the most complicated legal problems within Cl's program areas and direct the preparation of recommendations as to the position to be taken by the DC/ACC and Cl in connection with these matters.
• Prepare or substantively review proposed memoranda on various legal and administrative matters for submission to the DC/ACC, the Deputies Chief Counsel or the Chief Counsel for final approval.
• Direct the participation by the Branch in conferences with representatives of other interested offices concerning projects.
• Examine all matters assigned to the Branch and assigns to each Branch employee work appropriate to his/her grade and experience level.
• Provide coordination, control and direction of criminal tax activities to ensure that specific Chief Counsel criminal tax objectives, policies and programs are implemented effectively and efficiently.

• The duties may include, but are not limited to:
• Directs and coordinates the preparation of top-level briefing papers and Congressional information on behalf of the Office of the Administrator.
• Sets and adjusts short-term priorities and prepares schedules for completion of mission-critical work.
• Analyzes and takes action to address urgent problems and issues and recommends courses of action to resolve them.
• Exercises delegated authority to plan, schedule and carry out major projects concerned with the implementation, analysis and evaluation of programs for the unit's effectiveness.
• Develops performance standards to improve production and quality of the work directed.
• Plans, organizes and directs FAS program area work and accepts and implements recommendations where the proposals involve substantial agency resources, require changes in established procedures or conflict with the desires of the activity managed.
• Provides authoritative technical advice and consultation on policy guidance to FAS officials concerning the complex, sensitive, controversial and timely issues that must be addressed by the Agency.
• Initiates and directs the preparation, issuance and interpretation of procedural rules guidelines and policies.

WHAT IS THE TAXPAYER ADVOCACY SERVICE (TAS)DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Taxpayer Advocate Service, Operations Support, Finance & Human Capital

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

As a Front Line Manager you will:

• Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work.
• Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.
• Give advice, counsel or instruction to employees on work and administrative matters.
• Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.
• Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
• Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
• Identify developmental and training needs of employees, providing or arranging for needed development and training.
• Initiate ways to improve production, work processes and/or to increase the quality of the work directed.

This announcement will close on 11/25/2024. The first 50 applications received will receive first consideration. Applications that are submitted after the initial cut-off number has been reached will not receive consideration unless otherwise requested by management.

Duties includes but are not limited to:

Portfolio Responsibilities

• Supports advancement of the VHA ONS Strategic Plan Workstreams and associated subgroups therein, delivering goals, objectives, and action plans.
• Aligns the vision, direction, and objectives of the ONS nursing leadership and nursing clinical practice with ambulatory care programs and committees to elevate the quality of professional nursing practice throughout the VHA health care system and in support of the VHA Nursing Workforce Strategic Plan and in collaboration with other ONS portfolios.
• Communicates and fosters effective labor management partnerships.
• Provides analysis and reporting of clinical practice data, developing action plans and interventions, and assesses results of actions in follow up.
• Engages in succession planning, including mentoring and coaching others into roles within and external to ONS.

• Facilitates multiple teams to achieve desired outcomes, creating, implementing, and measuring large complex projects within an integrated health system.
• Demonstrates effective oral and written communication and human interpersonal skills, as evidenced by communicating clearly, being able to work with diverse constituencies, developing rapport with people at all levels of the organization, and having the ability to clearly communicate goals, objectives, and progress in meeting milestones.
• Establishes external relationships and collaborative alliances, which facilitate teamwork, enhance nursing practice, scientific inquiry, and promote partnership with academic and professional organizations at a regional (VISN) and national level.
• Serves on, leads, and/or establishes key committees to improve clinical and nursing processes across the enterprise as a national ONS representative for ambulatory care nursing.

• Promotes the identification, dissemination, and evaluation of best practices in ambulatory care nursing and team-based care.
• Assesses trends in ambulatory care nursing practice and clinical outcome measurement systems to identify and implement optimal practices and approaches, and the use of information systems, electronic health record, metrics, and outcome measures to guide care.
• Responds to internal and external communications and maintains knowledge of and communicating activities through communication with VA and non-VA stakeholders.
• Promotes the development, operationalization, and sustainment of strong partnerships between VA and external stakeholders through national ambulatory care-related nursing committees and workgroups with representation from national nursing leaders to end users to advance standardization and excellence.

• Serves as advisor to the Assistant Chief Information Officer (ACIO) on all aspects of the Farm Production and Conservation (FPAC) systems and applications, databases, tools, and services.
• Provides centralized design, development, and maintenance support of the FPAC systems, applications and tools.
• Manages the implementation of business solutions as designed and planned with minimum impact to ongoing business operations.
• In partnership with the Department, ensures the continuity of IT services in the event of a major disruption to the business and ensures the stability and reliability of systems under extremely heavy workload requirements.
• Participates with the business customers and the Chief, Information Assurance Branch, in developing Service Level Agreements (SLAs) to establish service requirement and problem resolution expectations and timeframes

The Associate Chief Counsel Corporate employs approximately 40 attorneys who work in our National Office in Washington, DC. These attorneys provide published guidance, field support, and legal advice on tax matters involving corporate organizations, reorganizations, liquidations, spin-offs, transfers to controlled corporations, distributions, to shareholders, debt vs. equity determinations, bankruptcies, and consolidated return issues affecting groups of affiliated corporations, among other matters.

As an Attorney-Adviser (Tax) - Assistant to the Branch Chief, you will provide a full range of legal tax advice and management related duties. You will perform the full range of legal work within the Branch, serve as a technical reviewer, and perform specific management duties as assigned. Assignments include but are not limited to:

• Assist the Chief in determining work priorities and work schedules. Follow up on work assigned to attorneys within the Branch and alert supervisor to any potential delays. Assist the supervisor in planning work to accomplished by Branch employees and determining work priorities and schedules for completion of work.
• Assist in the review of work products from branch employees and recommend to Branch Chief and/or Senior Technician Reviewer the acceptance or revision of work. Follow up to ensure accomplishment of work products, update supervisor on accomplishment of Branch employees, and provide guidance in researching and analyzing novel and uncertain points of law.
• Assist in ensuring that CORP's strategic plan, mission, vision, and values are communicated to the legal staff and integrated into the staff 's strategies, goals, objectives, work plans and work products. Work with the Branch Chief in initiating and implementing new or revised Branch procedures as necessary to improve workflow.
• Work with the Branch Chief to ensure an orderly flow work. Observe and recommend training based on needs and performance of Branch employees. Review briefs prepared by trial attorneys and, on occasion, prepare briefs for filing with the Tax Court. Furnish technical information, advice, and assistance in the development and drafting of tax legislation. Initiates, develops, and drafts regulations, revenue rulings, and other interpretations of the corporate tax provisions of the Code. Administer those provisions, including provisions for which precedents have not been established with respect to which the issues are highly controversial and sensitive affecting the Internal Revenue Service, and related matters.
• Respond to requests for private letter rulings, closing agreements, technical advice, and other advice or assistance of a technical nature submitted by taxpayers, authorized representatives, other divisions and branches of the Service and Counsel, Treasury, other Federal departments, state or local governmental agencies, and foreign governments. Review briefs prepared by trial attorneys and, on occasion, prepare briefs for filing with the Tax Court. Provide necessary expertise in developing the Service's litigating position.

The incumbent of this position serves as a Branch Chief responsible for the supervision and management of a Qualified Plans branch in the office of the Deputy Associate Chief Counsel (Employee Benefits) (EEE). The branch prepares regulations, revenue rulings, revenue procedures, and notices, announcements in connection with tax-qualified retirement plans and individual retirement arrangements. It also issues necessary legal opinions on matters relating to these areas, as well as private letter rulings, technical advice memoranda and Chief Counsel Advice relating to these areas. The branch also provides litigation support assistance in connection with the defense, settlement and processing of cases pending in the United States Tax Court, and refund cases filed in district courts and the Court of Claims inthese areas and reviews related tax legislation.

As a Supervisory General Attorney (Tax) Branch Chief, you will:

• Act as legal consultant to the IRS on some of the most difficult, important and complex professional and legal matters arising in the administration of the Internal Revenue laws. Direct exhaustive and detailed research on some of the most complicated legal problems and preparation of recommendations as to the position to be taken by the Service. Directs the participation by the branch in conferences with representatives of other interested offices concerning projects. Direct the branch employees in providing litigation support to other Counsel offices and the Department of Justice.
• Prepare or review proposed memoranda on various legal matters for submission to the Deputy Associate Chief Counsel (EB), Associate Chief Counsel (EEE), the Deputies Chief Counsel, the Chief Counsel, or the Treasury General Counsel for final approval. Prepare or review material for publication by the branch. Represent the Office in discussions with taxpayers on private letter rulings and in presentations to the public.
• Examine all matters assigned to the branch and assigns to each branch employee work appropriate to the employee's experience and skills.
• Exercise additional supervisory responsibilities over the branch as follows: plan the work of the branch that must be accomplished by the staff, including establishing priorities; insure timely performance of a satisfactory amount of high quality work; review work product of professionals and specialists in the branch for completeness, accuracy and consistency; evaluate performance of subordinates; give advice, counsel or instructions on both work and administrative matters, and resolve any issues raised; make recommendations for promotions, awards or reassignments; effect minor disciplinary measures such as warnings and reprimands and recommend actions in more serious cases; hear and resolve complaints from employees and, refer more serious unresolved complaints to Associate Chief Counsel; and identify and recommend developmental and training needs of employees.

• Provide or assist in providing advice to leadership level employees in a multifaceted, national level organization.
• Expand and implement agency programs which protect data quality, transparency and/or security.
• Provide program authority in planning, organizing, coordinating, integrating, directing, appraising, and attaining results and objectives of assigned responsibilities.
• Provide national leadership and coordination for management and archiving of intellectual property, patents, and associated science and technology agreements.
• Formulate, coordinate, and implement a national research and development communications and science delivery outreach strategy to broaden and deepen strategic alliances.
• Lead and manage scientific integrity and intellectual property processes including technology transfer.
• Track performance measurements, accomplishments, and budgets of field units performing knowledge management.
• Plan and assign work to employees ensuring that production or quality standards are defined.
• Establish and communicate performance requirements to employees including conducting formal performance reviews and identifying developmental and training needs of employees.
• Perform administrative and human resources management functions for the unit such as providing advice, counsel or instruction on both administrative and work matters.
• Promote an inclusive work environment that is free from all types of discrimination.
• Perform supervisory duties 25% or more of the time.

• The duties may include, but are not limited to:
• Primary responsibility is serving as frontline USDA manager for addressing phytosanitary concerns affecting agricultural trade.
• As a U.S. negotiator leads, participates in, or supports intensive pre-negotiation preparation and strategy development.
• During trade negotiations plays a major role in establishing and maintaining the tenor of discussions on phytosanitary matters for which APHIS is responsible.
• Point of contact between the Plant Protection and Quarantine (PPQ) staff, International Services, Veterinary Services, Foreign Agricultural Service (FAS), other Federal/State Agencies, and industry on trade issue management matters.
• Provides strategic advice to other trade managers in USDA, ensuring that trade policies conform to the international standards of the IPPC and NAPPO.
• Plans, coordinates, or conducts studies relevant to the analysis of trade issues involved in the management of APHIS programs.
• Serves as a resource person to APHIS in identifying emerging scientific issues and modem technical capabilities to be applied to phytosanitary trade issue management.
• Represents the Assistant Deputy Administrator/Director at meetings and conferences with other U.S. agencies, State governments, industry and producer organizations.
• Drafts, reviews and approves controlled correspondence concerning PPQ trade issue management.

We strongly encourage applicants to read the entire announcement before submitting their applications.

As the Director, Identity Assurance you are responsible for providing executive leadership and direction in the establishment and maintenance of a Service-wide strategy that ensures consistent oversight of all authentication and authorization needs across IRS functions and programs, ensuring the establishment of a secure environment for taxpayers to interact with the IRS.

As the Director Identity Assurance your duties and responsibilities include the following:

• Serves as consultant and principal advisor to senior management on all matters relating to identity assurance needs across IRS functions and programs. Provides executive leadership and direction through coordination with top-level heads of office. Formulates short and long-range program policies, strategies, and objectives for identity assurance efforts throughout the IRS. Manages a broad set of activities to enhance identity assurance and digital identity services related to federal tax matters. Coordinates program activities with other top-level IRS executives to prepare Service-wide policies, address cross-functional issues, new identity assurance strategies, and ensure consistency of approach. Provides strategic direction for the development and publication of policies and procedures regarding identity assurance including procedures for initiating new and/or enhanced services and for defining stakeholder roles and responsibilities and governance processes.
• Directs activities to build leveraged partnerships and collaborate with internal and external partners and stakeholders to provide organizational support and strategically deliver value-added, cost-efficient business and technology solutions. Provides executive oversight of the Digital Identity Risk Assessment process that defines the identity level of assurance and risk mitigations for IRS public facing applications. Provides executive leadership to design, develop, and implement the strategic vision for enhanced identity assurance. Collaborates with senior IRS executives to align people, processes, and technology initiatives to achieve this strategic vision and continuously monitor performance, identify risks and weaknesses, while also preserving the IRS's reputation as a premier governmental steward of private taxpayer data. Briefs all levels of IRS management as well as external stakeholders on IRS identity assurance developments. Prepares input to testimony and may participate in Congressional hearings related to IRS identity assurance matters.
• Leads development of business requirements for identity assurance, including the development and prioritization of business justifications and the establishment and monitoring of performance measures for initiatives. Assesses taxpayer needs, capabilities, and expectations to determine appropriate channels for optimal service delivery. Collaborates with the Chief Privacy Officer and other senior IRS executives to generate, develop, prioritize, and execute the portfolio of identity assurance activities/services/mitigations. Manages and chairs Advisory/Executive Steering Committee(s) that are composed of stakeholders from across IRS and responsible for oversight of the development of identity assurance program.
• Partners with other federal agencies, private industry, and international organizations to stay current with new technologies and assess trends and related practices in the identity assurance industry and evolving patterns in taxation. Consults with the Chief Privacy Officer in the design and implementation of security measures (standards and systems) to ensure the measures comply with policy and legal requirements and provides effective protection of taxpayer privacy. Partners with internal organizations, such as Records Management and Disclosure, to coordinate privacy aspects of regulatory adherence to email, instant message and other electronic files management policies and the control of sensitive information. Partners with Information Technology and Cybersecurity to develop and deploy innovative technologies to ensure a secure environment for taxpayers to interact with IRS.
• Ensures Service-wide adherence with identity assurance principles and National Institute of Standards and Technology's (NIST) digital identity guidelines technical requirements through a robust risk assessment process that looks at business processes for risks to identity assurance. Regularly assesses all applicable controls to the current environment identifying gaps and mitigations. Collaborates across IRS business units, functional units, and senior executive leadership to develop and implement identity assurance to increase operational efficiency and reduce taxpayer burden.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

As the Chief Administrative Officer (CAO), you will oversee the major functions, services, and operational programs supported by and aligned under the Office of Enterprise Readiness (ERO). The Office is comprised of the Administrative Operations Division which drives, supports, and promotes various administrative functions and programs of the Secret Service to include administrative operations, vehicle lease management, personal property management, real property management, as well as procurement policy and management. You will be responsible for the overall leadership, strategic management, and annual performance in these areas and for promoting development and continuous improvement in management policies, practices, workflow and productivity, workforce skills and experience, and resource management to ensure the most efficient and effective means of support are provided in overall agency operations.

As a key executive advisor, you will inform the Chief Management Officer and the Chief Operating Officer of challenges or issues that have significant implications for the agency and work to resolve any deficiencies which directly impact the investigative and protective operations of the Secret Service. Your stewardship of ERO and its programs will require oversight of facilities and property management through several subordinate managers, who directly supervise facility and property management specialists, fleet management specialists, logistics and warehousing specialists, and support personnel in the worldwide management of Secret Service facilities and property.

The primary duties include, but are not limited to, the following:

• Oversees program planning activities for real and personal property, vehicle fleet management, integrated supply logistics and warehousing, space utilization and sustainability, and centralized procurement activities for all equipment, supplies, and services for Secret Service operations worldwide.
• Promotes the development of alternative solutions to problems arising from changes in work situations that have an impact on administrative program operations. Monitors and evaluates overall program effectiveness with a view toward efficient accomplishment of objectives.
• Represents leadership in administrative communications with internal partners, the Department of Homeland Security (DHS) and its components, the Office of Management and Budget (OMB), and other Federal agencies; defines objectives and priorities, and coordinates activities associated with administrative support functions. Develops and maintains liaison with officials from other Federal agencies as well as state and local agencies, the private sector, administrators of other related programs and professional associations, and OMB.
• Participates in policy development or revision activities; assures thorough and accurate policy and regulatory interpretations on the part of subordinate officials; and is accountable for the smooth functioning and coordination of programs under his/her authority.
• Directs short and long-range program plans and projections, oversees budget development, reviews budget forecast and justifications; conducts a comprehensive evaluation of organizational goals, objectives, achievements, staffing and equipment requirements, and organizational structure, and identifies and implements solutions to operational problems and issues to ensure the efficient and effective completion of work assignments and projects.
• Keeps abreast of newly proposed or enacted legislation impacting procurement programs, program innovations at the Federal, state, and local levels, and in the private sector. Provides authoritative interpretations, instructions, and guidance relative to all phases of readiness and administrative operation management. Provides information and guidance at meetings with senior officials of the Secret Service.