What are the responsibilities and job description for the Technology Service Desk Supervisor, IT Customer Solutions position at United States House of Representatives?
Technology Service Desk Supervisor, IT Customer Solutions
Salary Range: 121,134.00 - 137,622.00
Closing Date: 3/6/2025
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 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.
This position is located on-site 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 (ITCS) Directorate provides information technology customer support services to the House community. This position serves as the Technology Service Desk Supervisor, IT Customer Solutions.
Key responsibilities include supervising the daily operations of his/her respective team to include providing telephone support for Members’ Washington and district offices, Committees, and House support offices; reviewing and evaluating performance of staff and preparing performance reports; planning and managing short and long-range technical support activities (e.g., CAO/HIR/ITCS Projects & Initiatives); maintaining weekly reports, performance measures, trend analysis, budget requests, and other documentation as needed; and providing technical expertise and leadership to the IT Customer Solutions Directorate and colleagues as needed.
Grade level at time of appointment is determined by experience and designated level of responsibility. The position has day-to-day supervisory/managerial responsibilities.
This position has access to Personally Identifiable Information (PII).
Primary Duties/Responsibilities
- Maintains responsibility for the direct supervision of his/her respective group and provides secondary supervision to support staff as needed.
- 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.
- Responds to phone and in-office requests.
- 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 the future 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 directions 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. Implement 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 assigned.
Experience and/or Education Requirements
- Bachelor’s degree or equivalent work experience.
- Prior experience in overseeing IT Help Desk teams is preferred.
