IT Customer Solutions Supervisor (Technology Service Desk)

Summary

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff.

Duties

Job Summary: The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 800 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel. This position is located in the IT Customer Solutions Directorate, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The IT Customer Solutions Directorate provides information technology customer support services to the House community. This position serves as the Supervisor, IT Customer Solutions for the House’s 24/7/365 Technology Service Desk. Key responsibilities include supervising the daily operations of assigned IT customer support teams, including telephone support for Members’ District of Columbia and district offices, Committees, and House support offices; overseeing call center and service desk operations to ensure timely and effective customer support; monitoring call volumes, service request queues, staffing coverage, and operational performance; reviewing and evaluating staff performance; coordinating short- and long-range technical support activities; maintaining operational reports, performance measures, and trend analyses; and providing technical expertise and leadership to the IT Customer Solutions Directorate and colleagues as needed. This position has managerial and supervisory responsibilities. Primary Duties/Responsibilities: Oversees daily service desk operations, including queue management, service requests, ticket queues, and escalated issues, to ensure timely and effective customer support. Maintains responsibility for the direct supervision of his/her respective group and provides secondary supervision to support staff as needed. Monitors operational performance metrics, including call volume, response times, service levels, ticket resolution, and customer satisfaction; identifies trends and recommends improvements. Manages daily workload distribution, staffing coverage, and employee schedules to maintain operational readiness and meet customer support demands. Ensures continuous supervisory and operational coverage for the 24/7 Technology Service Desk by coordinating shift schedules and handoffs, maintaining current escalation and contact procedures, assigning on-call coverage, and directing the response to after-hours incidents and service disruptions. Conducts quality assurance reviews of customer interactions and service requests; provides coaching, feedback, and guidance to improve employee performance and customer service delivery. Coordinates with other IT Customer Solutions teams and HIR support groups to facilitate issue escalation, timely resolution, and consistent service delivery. Serves as a primary technical resource and solution-provider; provides technical assistance ranging from system information and/or documentation to in-depth system configuration and problem resolution. Oversees the timely handling and resolution of telephone and electronic service requests, providing direct support as needed. Interacts with other HIR groups as appropriate to efficiently respond to user requests and/or problems. Partners with House approved vendors to identify and resolve problems. Works closely with other HIR groups to support current technology, document existing applications, integrate software upgrades, and introduce new technology solutions with an emphasis on client (front-end) products. Maintains in-depth knowledge of all House Supported Software and a working knowledge of hardware and communication products. Provides technical advice to management regarding future plans and directions as technology continues to advance. Informs management of potential escalating situations and outlines response plan(s). Conducts technical overviews to train other team members. Provides consultative direction to IT Customer Solutions staff and other HIR personnel. Serves as a resource for solving complex user problems requiring a more advanced level of technical knowledge. Provides senior level experience with application software installation and use. Assigns work to subordinates based on priorities, difficulty of assignments, and capabilities of employees; provides technical oversight of work on a continuous basis. Develops performance plans and evaluates employee performance. Implements disciplinary measures, such as warnings and reprimands, as needed. Interviews candidates for subordinate positions and recommends appointments, promotions, and/or reassignments. Performs other official duties and special projects as assigned.

Qualifications

Qualifications: Minimum: Bachelor’s degree or equivalent combination of education and relevant work experience. Minimum of five years of progressively responsible experience in IT customer support, service desk operations, or a related technical support environment. At least two years of direct supervisory experience managing onsite and remote staff, including staff management, performance evaluations, coaching, and employee development. Demonstrated knowledge of IT service desk operations, incident management, technical troubleshooting, and customer support best practices. Experience managing operational performance, staff scheduling, workload distribution, escalations, and service delivery in a fast-paced technical support environment. Strong leadership, communication, analytical, and problem-solving skills, with the ability to collaborate across technical teams and effectively resolve complex customer issues. Ability to support a 24/7/365 operation, including participation in an on-call rotation and working alternate shifts, weekends, holidays, or extended hours as operationally required. Preferred: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related technical field preferred **Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).