WHAT IS TAXPAYER SERVICE? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS - CARE-Customer Assistance, Relationship and Education REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.
Provides guidance to subordinates in resolving administrative and technical problems; Exercises significant responsibilities in dealing with functional executives of IRS operating within the area serviced, officials of other agencies, and in advising management officials of higher rank; Reviews and approves serious disciplinary actions involving non-supervisory subordinates; Identifies developmental and training needs of employees, providing or arranging for needed development and training; Hears and resolve group grievances or serious employee complaints.
Supervisory Duties 80% A second-level supervisor provides strategic leadership and direction to subordinate supervisors and their respective teams to ensure alignment with Internal Revenue Service (IRS) mission, goals, and operational priorities.
The incumbent develops, implements, and evaluates organizational objectives; establishes and refines policies, procedures, and work processes; and ensures programs are executed efficiently, effectively, and in compliance with applicable laws, regulations, and agency guidelines. Plans, directs, and coordinates work across multiple organizational units by setting and adjusting priorities and allocating resources to meet workload demands and achieve desired outcomes.
Provides guidance and oversight to subordinate supervisors on a wide range of administrative, technical, and programmatic matters, ensuring consistency in the interpretation and application of policies and procedures.
Monitors program performance using metrics, data analysis, and internal controls to assess effectiveness, identify risks, and drive continuous improvement, while evaluating resource needs, balancing competing priorities, and making decisions to optimize workforce utilization and organizational performance. Reviews and evaluates the work of subordinate supervisors, holding them accountable for performance, employee development, and the effective management of their teams.
Ensures that performance management processes are applied consistently and that employees receive clear expectations, constructive feedback, and opportunities for growth.
Technical Duties 20% Serves as a second-level supervisor providing strategic leadership, direction, and oversight of Field Assistance operations within Taxpayer Services, Customer Assistance, Relationships and Education (CARE), ensuring the effective delivery of high-quality, face-to-face taxpayer service across multiple Taxpayer Assistance Centers (TACs).
Provides authoritative oversight of program operations involving amended filings, account adjustments, notice resolution, and the resolution of complex account issues using IDRS and other IRS systems. Directs efforts to ensure accurate computation of tax, penalties, and interest, as well as the appropriate initiation of corrective actions such as payment tracers, credit transfers, and abatements.
Establishes and enforces operational standards to ensure timely and effective service delivery in high-demand, face-to-face environments, including the coordination of walk-in traffic, referral processes, and workload distribution across multiple sites. STANDARD POSITION DESCRIPTIONS (SPD): PD96353 Visit the IRS SPD Library to access the position descriptions.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.
You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.
We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).
As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
Full federal benefits details →
This position is with Internal Revenue Service, Department of the Treasury.
The posted pay range is $125776 – $197200/yr.
This position is eligible for telework.
Applications close on 2026-11-10.
This is a Tour of Duty: Day Shift Monday-Friday 8:00am-4:30pm, 40 hours per week. position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-04 · Not affiliated with or endorsed by OPM or USAJOBS.gov
Apply on official site →