IT Customer Solutions Supervisor (Technology Service Desk)

House of Representatives • Washington, DC

2d

About The Position

The IT Customer Solutions Supervisor serves in the IT Customer Solutions Directorate, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives. The directorate provides information technology customer support to the House community. This position supervises operations for the House’s 24/7/365 Technology Service Desk, supporting Members’ District of Columbia and district offices, Committees, and House support offices. It has managerial and supervisory responsibilities and provides technical expertise and leadership to the directorate and colleagues.

The supervisor oversees service desk operations, staffing and workload distribution, service requests, escalations, and operational performance. The role includes direct supervision of an assigned group and secondary supervision of other support staff as needed; employee coaching and evaluation; coordination of around-the-clock coverage; and technical support for complex user issues. The supervisor also collaborates with HIR groups and House-approved vendors, maintains knowledge of House-supported software and relevant hardware and communications products, and advises management on technical issues and future technology directions.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• At least 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, including the ability to collaborate across technical teams and 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.
• Satisfactory completion of a criminal history records check or other applicable security clearance and a pre-employment drug test for pre-identified positions.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related technical field.

Responsibilities

• Oversee daily service desk operations, including queue management, service requests, ticket queues, and escalated issues.
• Directly supervise an assigned group and provide secondary supervision to support staff as needed.
• Monitor call volume, response times, service levels, ticket resolution, and customer satisfaction; identify trends and recommend improvements.
• Manage workload distribution, staffing coverage, and employee schedules.
• Coordinate continuous supervisory and operational coverage for the 24/7 Technology Service Desk, including shift schedules and handoffs, escalation and contact procedures, on-call coverage, and responses to after-hours incidents and service disruptions.
• Conduct quality assurance reviews of customer interactions and service requests, and coach and guide employees to improve performance and customer service.
• Coordinate with IT Customer Solutions teams and HIR support groups to escalate issues and ensure timely resolution and consistent service delivery.
• Provide technical assistance, from system information and documentation to system configuration and problem resolution.
• Oversee timely handling and resolution of telephone and electronic service requests, providing direct support as needed.
• Partner with House-approved vendors and other HIR groups to resolve problems, support current technology, document applications, integrate software upgrades, and introduce technology solutions, especially client-facing products.
• Maintain in-depth knowledge of House-supported software and working knowledge of hardware and communication products.
• Advise management on future technical plans and directions, and communicate potential escalating situations and response plans.
• Conduct technical overviews and provide consultative direction to IT Customer Solutions staff and other HIR personnel.
• Serve as a resource for complex user problems and provide senior-level application software installation and usage experience.
• Assign work according to priorities, assignment difficulty, and employee capabilities, and continuously provide technical oversight.
• Develop performance plans, evaluate employee performance, implement disciplinary measures as needed, and interview candidates and recommend appointments, promotions, or reassignments.
• Perform other official duties and special projects as assigned.

Benefits

• Comprehensive federal employee benefits package; specific benefits depend on position eligibility and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager