Summary

As the User Support Program Manager, you will be part of the Office of Personnel Management, Human Resources Solutions, Federal Systems Center. You will oversee all user support activities for HR Solutions, ensuring services align with the needs of customer agencies. You will manage help desk and customer engagement functions, while collaborating with various departments, agencies, and offices to deliver effective user support services.

Duties

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• Direct OPM HRS User Support services aligned to agency needs, priorities, and OPM's enterprise human capital mission.
• Coordinate HRS, OCIO, and agency partners to resolve issues, communicate priorities, and shape product roadmaps.
• Manage HRIT user support projects from planning through release, including workflows, automations, permissions, testing, and help content.
• Lead interdisciplinary teams using customer feedback, business analysis, and human-centered design to address stakeholder needs.
• Supervise federal staff and contractors by assigning work, setting standards, coaching employees, approving actions, and ensuring performance quality.
• Analyze user experience data to identify trends, recommend system improvements, and support Section 508 compliance.
• Direct help desk operations by ensuring issue resolution, accurate ticketing, SOP development, trend analysis, and outage communications.
• Oversee support content and communications by managing reviews, SME coordination, version control, repository access, and content metrics.

Requirements

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Conditions of employment

• Must be a U.S. Citizen or National
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Candidates will not be hired based on their race, sex, color, religion, or national origin
• Complete the initial online assessment and USAHire Assessment, if required
• You will be required to report to an OPM assigned office.
• This position is not eligible for inclusion in a bargaining unit

Qualifications

For the GS15: You must have one full year (52 weeks) of specialized experience comparable in scope and responsibility to the GS-14 grade level or pay band in the Federal service (obtained in either the public or private sectors) performing all of the following:

• Managing HRIT projects by coordinating user support initiatives, tracking project milestones, and ensuring user support materials align technical solutions with program goals and customer experience objectives.
• Improving HRIT user support services by analyzing user feedback and ticketing trends, supporting system usability or accessibility projects, and recommending service delivery improvements.
• Providing direction or oversight supporting HRIT, help desk, or customer support operations to include assigning work, reviewing deliverables, monitoring performance, coaching team members, and ensuring work products meet established quality, schedule, and service standards.
• Monitoring resources to ensure products are developed within budget and staffing constraints.

Merit promotion applicants must meet time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-14 level is required to meet the time-in-grade requirements for the GS 15 level.

You must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Additional information

Relocation assistance and/or incentives may be offered at the discretion of the supervisor.

This job opportunity announcement may be used to fill additional similar vacancies across OPM.

Relocation assistance and/or incentives may be offered at the discretion of the supervisor.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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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.