Clarification from the agency

Open to the public

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 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 and administrative counsel.

This position is located in IT Customer Solutions (ITCS), House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). This position serves as the Deputy Chief IT Customer Solutions Officer.

The incumbent applies strong technical expertise, strategic insight, and proven leadership capabilities to manage business process improvements, support organizational audits and reviews, guide data-driven decision-making, and ensure alignment with enterprise IT goals. The Deputy Chief partners closely with the Chief ITCS Officer to build a high-performing service organization centered on innovation, operational excellence, and exceptional user satisfaction. This position has managerial and supervisory responsibilities. 

Primary Duties/Responsibilities:

• Lead and integrate enterprise customer support functions, including end-user support, endpoint management, hardware services, customer experience programs, and vendor engagement to deliver consistent, high-quality IT services and superior customer support to Members, Committees, House offices and Officers.
• Serve as the primary HIR leadership point of contact for Congressional Transitions. Collaborate with HIR departments and external partners to ensure coordinated and effective execution of Transition activities, identify opportunities to improve service delivery, and ensure timely communication across stakeholders.
• Ensure consistent customer service delivery using a consultative, solutions-based approach. Establish and implement quality assurance policies, standards, and evaluation criteria to ensure conformance with CAO and HIR initiatives.
• Support the Chief in executing enterprise IT goals, including business process reviews, audit readiness, service quality initiatives, and strategic transformation programs.
• Drive process improvements through data analytics, automation, and metrics-based evaluations to enhance service efficiency and customer satisfaction. Develop tools and dashboards to track, analyze, and report operational and performance metrics across support teams.
• Implement and mature governance frameworks for Unified Endpoint Management (UEM), vendor oversight, service delivery, and resource utilization.
• Lead organizational change and transformation efforts across ITCS, including changes to technologies, processes, service delivery models, and workforce structures.
• Serve as a key decision-making representative for ITCS in enterprise governance and coordination forums.
• Plan, manage, and oversee projects and initiatives from inception to completion; obtain sustained support from key stakeholders; and ensure delivery in alignment with organizational priorities. Guide RFQ processes, vendor evaluations, and procurement activities aligned with financial and operational objectives, and oversee Contracting Officer Representatives (CORs) and vendor engagement activities.
• Oversee administrative and personnel management activities, including performance reviews and evaluations, hiring and employment recommendations, staff counseling, training, and career development.
• Distribute internal and external communications regarding deadlines, business process changes, policies, and service delivery updates.
• Maintain familiarity and compliance with all applicable legal requirements, House Rules, Committee and CAO policies and procedures, as well as HIR practices and processes.
• Participate in special projects and perform other official duties as assigned.

Conditions of employment

• USAJobs Conditions of Employment

Qualifications

Qualifications:

Minimum: 

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related technical field, OR equivalent experience required.
• Minimum 10 years of progressive experience in IT, business analytics, or customer service operations with at least 5 years in a senior leadership role.
• ITIL certification required
• Demonstrated success managing complex IT support operations and delivering cross-functional initiatives.
• Proficiency with ITSM tools, UEM platforms, and endpoint management.
• Experience with data analytics, automation tools, and AI in IT operations.
• Proven ability to build organizational capability, strengthen team performance, and drive measurable improvements aligned with strategic and operational goals.
• Ability to develop and implement policies, quality assurance programs, and customer service strategies.
• Demonstrated experience leading multi-disciplinary teams and interacting with executive-level stakeholders.
• Ability to communicate effectively, both orally and in writing, with elected officials, senior staff, information systems professionals, and non-technical users.

Preferred:

• Master’s degree is strongly preferred.
• PMP or similar project management certification strongly preferred.
• Knowledge of the legislative process and congressional environment preferred.

**Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated using a structured interview process.

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