Total 291 Customer Service job vacancies in 1775 Leidos Franklin Ctr Columbia MD

• Plans, organizes, directs and controls the safety and occupational health program covering an extensive geographic area and involving a large variety of regional operations.
• Evaluates the health and safety program’s progress, which includes assessment of current guidelines, procedures, policies, and the training program.
• Plans, organizes and conducts a regional inspection activity.
• Investigates mishaps and fatalities and prepares a chronological narrative of factors contributing to the incident.
• Tests and modifies, as appropriate, various types of protective equipment such as life vests, safety ropes, and safety nets to ensure compliance with applicable safety criteria.

• Provides regional coordination, leadership and execution of needed direction, guidance, and oversight of death and serious injury.
• Liaison between the Forest Service and family members during incidents, casualties and injuries.
• Implements national policy, objectives, and standards for assigned program.
• Participates in the development of technical and policy direction and guidance, training, and oversight.
• Assists with the regional Critical Incident Stress Management (CISM) program in support of the Regional Coordinator.

MAJOR DUTIES:

• Assists in advising on the park's cultural resources, particularly history.
• In concert with the supervisor or higher-graded specialist, identifies, evaluates, and monitors cultural resources, identifies potential threats, and makes recommendations to management regarding status and mitigation of impacts (present and future).
• Assists with creating and implementing segments of the cultural resources management plans, interpretive prospectus, and spin-off documents such as specific plans, action plans, revisions, and fiscal and budget documents
• Conducts historical research for planning documents, including general management plans, special history studies, resources management plan, environmental impact statements, environmental assessments, and special resource studies as required to meet the needs of the park.
• Recommends, plans for, and executes historical investigations required to meet National Historic Preservation Act (NHPA), NPS guidelines, and the research needs of the park.

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 in the Operational Services Bureau, Special Operations Division (SOD), United States Capitol Police (USCP).  Serves as an Operations Support Assistant at the Division level within a Bureau or an Office. Performs a broad range of technical and administrative office support work and services to support sworn and civilian staff. Provides human resources support services, automation/computer support, records maintenance, report/information consolidation and similar functions.  Performs a range of support operational activities including monitoring and analyzing workflow issues and projects in consultation with supervisors and/or senior officials. Performs other official duties as assigned. Due to the nature of a police force and emergency operations, civilians may be called upon to perform emergency operations duties outside the realm of their expertise.  Other duties as assigned may vary significantly from the primary duties of the position, and the incumbent as a Federal law enforcement agency employee must be fully aware of this possibility.

At the CP-05/GS-07 level, the duties include: Working closely with management in a developmental capacity by performing assignments and completing trainings, both of which are aimed to prepare the incumbent to gain the necessary knowledge and skills to perform the duties at the higher grade level.

Establishes effective working relationships with officials, officers, and civilian personnel.  May attend roll calls with the officers.  Actively assist officers with various administrative requests.  Fields phone calls from other divisions, agencies, vendors, and the public.

Utilizes personal computer/office automation systems including word processing, database management, spreadsheets, and/or other software packages to prepare reports, graphs, charts, etc.  May provide basic service/maintenance of office equipment such as copiers and facsimile machines by replacing paper, toner cartridges, etc., and provide staff and officers with basic computer assistance such as basic knowledge of word processing or spreadsheet software.

Reviews documents for grammar, format, and spelling. Reads incoming correspondence, publications, regulations, court notifications and subpoenas, and directives that may affect the organization and assigned officers.  Organizes and maintain office files and prepare older files for digital archiving. 

At the full performance level of CP-06/GS-08, the duties include:

Prepares, maintains, and certifies automated Time and Attendance reports and monitors leave balances using the WorkBrain system.  Provides assistance and/or information to officials and officers with overtime requests, leave requests, Family and Medical Leave Act (FMLA) applications, Paid Parental applications, pay certification, payroll corrections, workers' compensation paperwork, requests for advance leave, requests for leave without pay, and similar services as requested. Serves as the organization's liaison for office support services.

Organizes and maintains office files, records, manuals and related materials in accordance with established policies and procedures. Plans and coordinates extensive office support services for specialized or unique program or office needs. Responds to inquiries and requests for assistance on administrative problems. Maintains procurement files and databases in accordance with Federal regulations and agency directives.

Establishes control records on incoming correspondence and action documents, following up on work in progress to ensure timely action. Reads incoming correspondence, publications, regulations, court notifications and subpoenas, and directives that may affect the organization and assigned officers. Reviews documents requiring coordination by the supervisor for conformance with regulations, grammar, format, and special policies of the organization.  Uses a database to obtain a document tracking number to log out documents to various offices.

Assists in the preparation of requests for procurement, training, travel authorizations, travel vouchers, reimbursements, and other forms as needed, using applicable automated systems.

• The duties may include, but are not limited to:
• Sharing responsibility with the Deputy Administrator for formulation and execution of the programs, policies, and processes of the Grants Division, which operates the full range of pre-award and post-award functions.
• Serving as a consultant and advisor to the Administrator and other Department officials on matters relating to Grants Division activities.
• Representing the Deputy Administrator and Associate Deputy Administrator in formulating and administering long-range and current policies and programs relating to grant programs.
• Investigating innovative means to increase efficiency, promote evaluation and impacts analysis, and reduce reporting burden for grants, while ensuring government-wide priorities are met.
• Recommending changes to update and correct deficiencies to the Grants Division's policies, guidelines, and procedures.
• Providing guidance and decisions in establishing priorities and procedures involving policy, setting deadlines concerning negotiation, execution, and post-administration of grant agreements.
• Providing expert management advice to the Deputy Administrator on broad and complex grant administration and systems issues within a wide-range of AMS programs.
• Identifying and recommending training, resources, technological, and process improvements to promote efficiency gains in grants management across all grant programs.
• Ensuring adequate managerial and financial controls in accordance with applicable policy and directives concerning budget, federal assistance, procurement, personnel, and other administrative matters.

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.

WHAT IS THE LARGE BUSINESS AND INTERNATIONALDIVISION?
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:
LARGE BUSINESS AND INTERNATIONAL OFFICE OF PROGRAM AND BUSINESS SOLUTIONS/ OFFICE OF COMMUNICATION

The following are the duties of this position at the full working level.

• Advises managers and executives in critical, sensitive or confidential matters, including personnel matters and is proactive in anticipating needs and trends. Consults with senior management and executives within the business function, and at higher levels within the agency on critical organizational and management issues.
• Guides the practice areas in planning, organizing, and/or leading all phases of multifunctional efforts to evaluate plans and proposals for projects involving broad areas of work processes, operational practices, and integration between various functional areas. Projects and studies involve providing technical expertise, directing the analysis and evaluation of plans and proposals for projects, providing implementation support, assessing accomplishment of program and management goals and objectives, and prescribing or formulating new or revised policy.
• Counsels management in assessing impact of new or modified program requirements. Identifies resources required to support varied levels of program operations. Identifies trends and anticipates any adverse impact on budget and/or work plans. Develops innovative solutions, documents findings and conclusions, and makes presentations.

WHAT IS THE TAS - TAXPAYER ADVOCATE SERVICE
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 (TAS), Operations Support

The following are the duties of this position at the full working level.

• Plans, performs, and/or coordinates the most significant types of managerial assignments encompassing the entire program and functional areas of the Division Commissioner, often crossing into other Division Commissioner areas and crossing other agency lines.
• Implements the Division Commissioner's administrative and management decisions and assures accomplishment of the desired result.
• Negotiates on policy matters involving multi-organizational, functional, and operational areas and assures understanding and consideration of the Division Commissioner's policies and views.
• Represents the Division Commissioner in contacts with Department of Treasury and IRS officials, representatives of other agencies and non-government organizations, and various committees and task forces as needed. When delegated authority, commits programs and functions under the purview of the Division Commissioner to a particular course of action. In all such assignments, the views and position of the Division Commissioner are effectively presented with results that are generally acceptable, thus minimizing the need for others to consult with the Division Commissioner with respect to such matters.
• Independently or as a leader of an ad hoc group, undertakes special studies and investigations and analyzes technical, operational, and administrative problems which exist or may arise in one or more offices or programs.

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.

Being a Customer Experience Strategist makes you a valuable member of the Office of Innovation. You will oversee the planning, coordination, development, and completion of complex and varied projects to extract, transform, and load data into relational and non-relational data stores. Typical assignments include:

• Incorporates modern techniques and methods to present information and material to target audiences.
• Develops mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods.
• Demonstrated the ability to effectively outline and identify business workflows and requirements.
• Work with stakeholders across organizations, functions, and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
• Defines the overall goals and objectives of the user experience function or specific issues by meeting with OIG leadership.
• Provides input and recommendations to the development or changes on human centered design information for technical and operational feasibility and adherence with project objectives.
• Recommends actions on projects or broad, agency-wide strategic initiatives.
• Establishes a system to review, control and report on user experience development status.
• Designs and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds.
• Defines the overall goals and objectives of the customer experience function or specific issues by meeting with stakeholders.
• Works with customers to evaluate their mission requirements, identify the target audience, and define objectives/goals of the requested project, business flow or requirements where these may not have been identified.
• Documents, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits.
• Prepares reports summarizing proposed long- and short- term organizational customer experience goals.
• Communicates ideas, research, concepts, methods, analyses, evaluations, and makes recommendations in a logical and convincing manner.
• Facilitates regular discussions with customers to gather requirements, assess user experiences, and plan future work.
• Actively participates and plans meetings with customers focused on identifying workflows, requirements, problems and resolving issues.

The Senior Management Support Officer, serves as confidential assistant to the DPE Vice President (VP) and Deputy Vice President(s) (DVPs) performing a variety of confidential and special assignments, which may require considerable research and contact work to include:

• Provides substantial administrative support to the VP and DVPs, including serving as back-up timekeeper, answering the phone, filing and task management. Drafts correspondence, proofreads and prepares research reports and analyses, memoranda, charts and other material; receives and helps coordinate responses to requests for information and materials concerning DPE initiatives; prepares correspondence and memos for the VP's and DVP's signatures.
• Assists in preparation and tracking of the Departments' budget. Assists with the preparation of periodic reports for on the status of expenditures and budget-related matters.
• Attends and records the minutes of meetings. Follows up to ensure that commitments made at the meetings and conferences are addressed.
• Plans and organizes events, organizes prepares complex travel itineraries, assisting in the overall travel preparation process for VPs and DVPs.
• Manages the VP's and DVP's calendars, including monitoring meeting schedules, ensuring logistics of meetings and greeting visitors, reserving space, setting the time to accommodate all, transmitting the agenda and background materials to participants, advising them of topics to be discussed.
• Interacts with members of the staff, organization, and individuals outside of the corporation ranging from other government agencies, U.S. and Foreign Dignitaries to the general public.
• Supports country teams in the development and implementation of Threshold Programs. Provides technical and logistical support for team meetings, country missions, management reviews, and special events, working with other MCC divisions or country counterparts as needed.
• Compiles complex and highly technical information from country teams to prepare timelines, implementation plans, budgets, reports, and narrative and statistical materials needed for on-going division planning and program monitoring and evaluation.
• Drafts briefing papers, talking points, and background materials on threshold countries and current and closed Threshold Program for MCC's senior management, Board of Directors, and other USG agencies.
• Contributes to MCC knowledge management and sharing by designing, developing and implementing systems (and databases) to organize, consolidate and share data used routinely to fulfill internal as well as external reporting requirements and maintains a library of documents specific to country projects.
• Performs other related duties as assigned.

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.