IT Customer Solutions Supervisor (Technology Service Desk)

U.S. House of Representative; Washington (District of Columbia); On-site; USD 122,000 - 132,000; Full time

Job summary

Maryland Court Reporters seeks an IT Customer Solutions Supervisor to lead the 24/7/365 Technology Service Desk supporting DC-area Members and staff. You will supervise daily operations, manage queues, and guide a team to deliver timely, high-quality IT support.

Responsibilities include monitoring performance, coaching staff, coordinating with IT groups, and maintaining service delivery standards for all user requests.

Qualifications

• Bachelor’s degree or equivalent experience in IT or a related field.
• Minimum five years in IT customer support, service desk operations, or similar.
• Two+ years of direct supervisory experience managing on-site and remote staff.

Responsibilities

• Oversee daily service desk operations, including queues and escalations.
• Monitor performance metrics, call volumes, and customer satisfaction.
• Provide coaching and discipline as needed to improve delivery.
• Coordinate with other IT teams and vendors for issue resolution.
• Develop staffing schedules and ensure 24/7 coverage.

Skills

IT service desk

Incident management

Staff supervision

Customer support

Performance metrics

Shift scheduling

On-call support

Technical troubleshooting

Communication skills

Team collaboration

Education

Bachelor's degree

Job description

IT Customer Solutions Supervisor (Technology Service Desk)

Salary Range: 122,345.00 - 132,143.00

Closing Date:11/24/2026

Job Summary:

The Office of the Chief Administrative Officer (CAO)provides operations support services and business solutions to the community of10,000 House Members, Officers and staff. The CAO organization comprises morethan 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 andadministrative counsel.

This position is located in the IT Customer SolutionsDirectorate, House Information Resources (HIR), Office of the ChiefAdministrative Officer (CAO), U.S. House of Representatives (House). The ITCustomer Solutions Directorate provides information technology customer supportservices to the House community. This position serves as the Supervisor, ITCustomer Solutions for the House’s 24/7/365 Technology Service Desk.

Key responsibilities include supervising the dailyoperations of assigned IT customer support teams, including telephone supportfor Members’ District of Columbia and district offices, Committees, and Housesupport offices; overseeing call center and service desk operations to ensuretimely and effective customer support; monitoring call volumes, service requestqueues, staffing coverage, and operational performance; reviewing andevaluating staff performance; coordinating short- and long-range technical supportactivities; maintaining operational reports, performance measures, and trendanalyses; and providing technical expertise and leadership to the IT CustomerSolutions Directorate and colleagues as needed.

This position has managerial and supervisoryresponsibilities.

PrimaryDuties/Responsibilities:

• Overseesdaily service desk operations, including queue management, service requests,ticket queues, and escalated issues, to ensure timely and effective customersupport.
• Maintainsresponsibility for the direct supervision of his/her respective group andprovides secondary supervision to support staff as needed.
• Monitorsoperational performance metrics, including call volume, response times, servicelevels, ticket resolution, and customer satisfaction; identifies trends andrecommends improvements.
• Managesdaily workload distribution, staffing coverage, and employee schedules tomaintain operational readiness and meet customer support demands.
• Ensurescontinuous supervisory and operational coverage for the 24/7 Technology ServiceDesk by coordinating shift schedules and handoffs, maintaining currentescalation and contact procedures, assigning on-call coverage, and directingthe response to after-hours incidents and service disruptions.
• Conductsquality assurance reviews of customer interactions and service requests;provides coaching, feedback, and guidance to improve employee performance andcustomer service delivery.
• Coordinateswith other IT Customer Solutions teams and HIR support groups to facilitateissue escalation, timely resolution, and consistent service delivery.
• Serves as aprimary technical resource and solution-provider; provides technical assistanceranging from system information and/or documentation to in-depth systemconfiguration and problem resolution.
• Oversees thetimely handling and resolution of telephone and electronic service requests,providing direct support as needed.
• Interactswith other HIR groups as appropriate to efficiently respond to user requestsand/or problems.
• Partnerswith House approved vendors to identify and resolve problems.
• Worksclosely with other HIR groups to support current technology, document existingapplications, integrate software upgrades, and introduce new technologysolutions with an emphasis on client (front-end) products.
• Maintainsin-depth knowledge of all House Supported Software and a working knowledge ofhardware and communication products.
• Providestechnical advice to management regarding future plans and directions astechnology continues to advance.
• Informsmanagement of potential escalating situations and outlines response plan(s).
• Conductstechnical overviews to train other team members.
• Providesconsultative direction to IT Customer Solutions staff and other HIRpersonnel.
• Serves as aresource for solving complex user problems requiring a more advanced level oftechnical knowledge.
• Providessenior level experience with application software installation and use.
• Assigns workto subordinates based on priorities, difficulty of assignments, andcapabilities of employees; provides technical oversight of work on a continuousbasis.
• Developsperformance plans and evaluates employee performance. Implements disciplinarymeasures, such as warnings and reprimands, as needed.
• Interviewscandidates for subordinate positions and recommends appointments, promotions,and/or reassignments.
• Performsother official duties and special projects as assigned.

Qualifications:

Minimum:

• Bachelor’sdegree or equivalent combination of education and relevant work experience.
• Minimumof five years of progressively responsible experience in IT customer support,service desk operations, or a related technical support environment.
• Atleast two years of direct supervisory experience managing onsite and remotestaff, including staff management, performance evaluations, coaching, andemployee development.
• Demonstratedknowledge of IT service desk operations, incident management, technicaltroubleshooting, and customer support best practices.
• Experiencemanaging operational performance, staff scheduling, workload distribution,escalations, and service delivery in a fast-paced technical supportenvironment.
• Strongleadership, communication, analytical, and problem-solving skills, with theability to collaborate across technical teams and effectively resolve complexcustomer issues.
• Abilityto support a 24/7/365 operation, including participation in an on-call rotationand working alternate shifts, weekends, holidays, or extended hours asoperationally required.

Preferred:

• Bachelor’sdegree in Computer Science, Information Systems, Business Administration, or arelated technical field preferred

**Continued employment is contingent uponsatisfactorily completing a criminal history records check (or other applicablesecurity clearance) and a pre-employment drug-test (pre-identified positiononly).