Lead, 24/7 IT Service Desk

House of Representatives; Washington (District of Columbia); On-site; USD 122,000 - 132,000; Full time

Job summary

The Office of the Chief Administrative Officer (CAO) at the House of Representatives seeks an IT Customer Solutions Supervisor in the IT Customer Solutions Directorate. You will supervise the daily operations of the 24/7/365 Technology Service Desk, oversee call center and service desk functions, and ensure timely and effective IT support for Members, Committees, and staff.

Responsibilities include monitoring metrics, staffing, shift coverage, and performance reviews, while coordinating with

Responsibilities

• Oversees daily service desk operations, including queue management, service requests, ticket queues, and escalated issues, to ensure timely and effective customer support.
• Monitors call volumes, performance metrics, and staffing to maintain operational readiness and service levels.
• Provides coaching and performance feedback to staff; conducts performance planning and reviews.
• Coordinates short- and long-range technical support activities and facilitates issue escalation.
• Serves as a primary technical resource, delivering guidance on system configurations and problem resolution.

Job description

The Office of the Chief Administrative Officer (CAO) at the House of Representatives seeks an IT Customer Solutions Supervisor in the IT Customer Solutions Directorate. You will supervise the daily operations of the 24/7/365 Technology Service Desk, oversee call center and service desk functions, and ensure timely and effective IT support for Members, Committees, and staff.

Responsibilities include monitoring metrics, staffing, shift coverage, and performance reviews, while coordinating with