Description:
The Help Desk Manager is responsible for leading the operations and maintenance activities to provide support for users of the Oracle Financials system. This role involves managing day-to-day operations of the help desk, troubleshooting system issues, and ensuring timely resolution of financial application-related problems.
Requirements:
Specialized Experience Statement :
GS-13: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-12 level in the Federal service, providing user support for an Oracle Federal Financials system.
GS-14: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-13 level in the Federal service, serving as systems administrator for an Oracle Federal Financials system.
Experience:
In addition to specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below:
- Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
- Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
- Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Education : Education cannot be substituted for this grade level.
OPM Qualifications Standard :
Individual Occupational Requirements: Information Technology (IT) Management Series 2210 (Alternative A)
You must meet all qualification and eligibility requirements by 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.
Note: Applicants who are referred to the hiring office for selection consideration may be required to submit writing and/or work samples as part of the interview/selection process. If the hiring office decides to request a writing and/or work sample as part of its selection process, the vacancy contact will reach out to you by email to: (1) inform you of this requirement; and (2) provide further instructions.