WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position to be filled in following area: TS - CAS-Customer Account Services - Electronic Products and Services Support (EPSS), E-Help Desk Operations, Andover Team 1. This job is open to current permanent IRS competitive service employees in Taxpayer Services business units. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS General Manager Duties: As a Front Line Manager you will: Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action. Give advice, counsel or instruction to employees on work and administrative matters. Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions. Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate. Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training. Initiate ways to improve production, work processes and/or to increase the quality of the work directed. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Provides program oversight for the resolution of tax account and case processing issues within the unit. Ensures work is completed in accordance with applicable provisions of the Internal Revenue Code, Treasury Regulations, IRM guidelines, and functional procedures. Reviews and approves work requiring supervisory concurrence, including account adjustments, penalty abatements, refund actions, and case dispositions within delegated authority. Ensures consistency, accuracy, and adherence to established policies and procedures. Monitors program performance using quality review results, inventory reports, aged case tracking, error rates, and production metrics. Identifies trends, systemic issues, and compliance risks, and implements corrective actions to improve program effectiveness. Provides oversight of complex or sensitive casework, including conditions such as account discrepancies, amended returns, credit transfers, identity theft indicators, and refund-related issues, ensuring appropriate resolution and escalation when needed. Oversees audit/referral-related activities by ensuring appropriate identification and routing of cases requiring further review and coordinating with Examination or other functions as needed. Ensures actions are properly documented and comply with IRM standards and due process requirements. STANDARD POSITION DESCRIPTIONS (SPD): PD91649 Visit the IRS SPD Library to access the position descriptions. Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed). ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

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