United States Department of the Treasury
posted 4 months ago
The Information Technology (IT) Division is responsible for managing and implementing technology solutions that enhance the efficiency and effectiveness of the IRS's operations. This position involves managing large IRS-wide special projects that significantly impact customer support services, such as infrastructure or workforce relocation. The incumbent will represent the customer support office in planning for the installation and implementation of major new IRS-wide systems, including upgrades to operating systems, and will lead efforts to define post-implementation support requirements. In this role, the individual will plan, implement, and manage major IRS-wide problem management systems designed to effectively recognize, report, track, and resolve problems. They will also evaluate the feasibility of adapting new methods to enhance customer satisfaction. The position requires providing advice and assistance to customers on complex local problems, ensuring minimal interruptions in their ability to carry out critical business activities. Additionally, the incumbent will lead the local implementation of national projects aimed at evaluating and reporting on new tools and trends in customer support, such as browser-based and speech-enabled services. This includes organizing vendor demonstration sessions and recommending the purchase of new tools to enhance customer support services. The role also involves developing national policy and providing expert advice on various technical issues, considering the functionality, compatibility, utilization, and cost-effectiveness of proposed and existing computer and telecommunication systems. The individual will serve as the primary contact with vendors for major equipment installations, movements, maintenance, and acceptance testing of new equipment across multiple sites. They will prepare and maintain documentation related to procurement and contract activities, as well as review and prepare financial planning documents, budget allocation reports, and requisitions for acquiring computer equipment and supplies.