It Helpdesk Manager Jobs in Raleigh, NC (NOW HIRING)

Summary
The Area Manager is located in the Office of Information and Technology, End User Services (EUS), End User Operations. The Area Manager provides leadership and resource management (finance, human, and acquisition), leading the development and implementation strategy required to manage IT End User Operations.
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Duties
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• Directs, reviews and participates in the design, development, implementation and maintenance of automated information systems and technical architectures in compliance with VA directives.
• Provides written policy guidance and/or interpretation, leadership briefings and information papers to communicate and advocate for IM policies, practices, proposals and resources.
• Responsible for a wide range of IT management; strategic planning, capital planning and investment control, workforce planning, policy and standards development, resource management, knowledge management, architecture.
• Mastery of the application of a wide-range of qualitative and quantitative analytical and evaluation methods to identify and advise on IT programs to improve processes or mission performance.
• Provides direction, leadership and mentoring to develop and foster the leadership and management skills of subordinate staff.

This position is non-bargaining unit eligible.
This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles:
801 - Program Manager
803 - Product Support Manager
805 - Program Auditor
For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways
Position Description/PD#: Supervisory IT Specialist (Area Manager)/PD17824A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not Required
Telework: Adhoc telework may be authorized at management discretion.
Travel Required: Up to 25% travel may be required, as needed, for this position
Work Schedule: 8:00 a.m - 4:30 p.m., Monday - Friday; Tour of duty will be determined based on organizational needs.
Compressed/Flexible: As determined by the Agency Policy
Virtual: This is NOT a virtual position.
Remote: This is NOT a remote position.
Physical Demands: The work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site. Travel requirement is up to 25% of the time. Some employees may carry light items, such as papers, books, or small parts, or drive a motor vehicle. The work does not require any special physical effort.
Working Conditions: The work area is adequately lighted, heated, and ventilated. The work environmental involves everyday risks or discomforts that require normal safety precautions. Employee may occasionally be exposed to uncomfortable conditions in such places as research and production facilities.
Requirements
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Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Selectee is subject to background/suitability investigation.
• Selected applicant will be required to complete an online onboarding process.
• Complete the initial online assessment and USAHire Assessment, if required.
• To be considered for this position, applicants must complete all required steps in the process.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
  - your performance and conduct;
  - the needs and interests of the agency;
  - whether your continued employment would advance organizational goals of the agency or the Government; and
  - whether your continued employment would advance the efficiency of the Federal service.
  Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/18/2026.
Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-14 position you must have served 52 weeks at the GS-13. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement.
You must meet the Minimum Qualification Requirements and Specialized Experience to qualify for this series as described below.
Minimum Qualifications Requirements
EXPERIENCE: To qualify for this position, you must have information technology-related experience demonstrating all of the four competencies listed below. Ensure that this experience is clearly described in your resume:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

-AND-
Specialized Experience for GS14: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
Specialized Experience is defined as experience managing IT programs and service delivery; overseeing system implementation, operations, and customer support; ensuring IT security and compliance; analyzing and resolving complex technical issues; developing policies and performance metrics and leading staff through work assignment, performance management, and program execution.
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: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
It is the policy of the VA to not deny employment to those who have faced financial hardships or periods of unemployment.
Education
EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position at this grade level.
Additional information
This job opportunity announcement may be used to fill additional vacancies.
This is NOT a remote position.
A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.
Service Credit & Annual Leave: Federal employees earn annual leave (4, 6, or 8 hours per pay period), based on years of service. VA may grant newly-appointed employees credit for job-related non-federal experience or active duty military service, affecting their leave accrual rate. This credit must be requested and approved before the appointment date and is not guaranteed.
Special Employment Consideration: VA encourages persons with disabilities-including those eligible under Schedule A (5 CFR 213.3102(u)) and disabled veterans (30%+ service-connected)-to apply.
Placement Policy: Posting this announcement does not require management to fill vacancies by promotion. Positions may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement, or a combination of these methods.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) give eligible displaced Federal/VA competitive service employees selection priority for vacancies. To qualify, submit required documents (agency notice, recent performance rating, and SF-50 with position, grade, and duty location) and be rated well-qualified (final score of 85+). For more on ICTAP and CTAP eligibility, visit OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Reasonable Accommodation (RA) Requests: If yo :If you have a disability covered by the Rehabilitation Act of 1973 (as amended) that may interfere with completing the USA Hire Competency Based Assessments, you may request a RA during your online application. Submit your RA request and supporting documentation before starting the assessment. RA decisions are evaluated individually. If you meet the minimum qualifications and your RA is approved, you'll be invited via email to take the assessments. You must finish all assessments within 48 hours of receiving the access link, if it arrives after the announcement closes. For more information, please see: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
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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.
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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.