IT Support Solutions Lead (24/7 Onsite/Remote)

U.S. House of Representative

Washington (District of Columbia)

On-site

USD 85,000 - 110,000

Full time

4 days ago

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Job summary

The U.S. House of Representatives is seeking an experienced IT Service Desk Supervisor to lead a 24/7/365 support operation in Washington, DC. The role requires a strong background in incident management, technical troubleshooting, and customer service excellence.

You will manage onsite and remote staff, coordinate scheduling, handle escalations, and drive service delivery across fast-paced environments. A Bachelor's degree or equivalent and at least five years in IT support, with two years in

Qualifications

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.