Chief IT Customer Solutions Officer presso United States House of Representatives

Chief IT Customer Solutions Officer

Salary Range:  193,866.00 - 193,866.00

Closing Date:  10/21/2025

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 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 the Immediate Office, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The HIR Immediate Office provides management and administrative support to HIR to facilitate their provision of technology solutions to the House. It also oversees all HIR Directorates’ budget planning, formulation, and execution; administrative support for the Chief Information Officer (CIO), Chief Operating Officer (COO), Chief Digital Officer (CDO), Chief Information Security Officer (CISO), Chief IT Customer Solutions Office (CITSO); and provides administrative overhead costs in support of its mission. This position serves as the Chief IT Customer Solutions Officer.

Key responsibilities include directing the operations of the Information Technology (IT) Customer Solutions organization for HIR in providing customer service for desk side and remote technology support to Members in Washington and district offices, Committees, and House offices; planning and implementing standard technology procedures to ensure that each House office receives superior customer support and the most cost-effective office automation, information access, technical user training, and related services; providing leadership and direction to assigned managers; reviewing and evaluating performance of subordinate staff; preparing performance reports; and planning and managing short and long range budget activities.

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:

·         Leads the IT Customer Solutions organization in maintaining excellent customer relationships and providing superior customer service support to Members, Committees, and House offices.

·         Develops comprehensive project plans and procedures to ensure effective use and development of personnel within the framework of authorized activities.

·         Develops and implements solutions and projects consistent with current and long-range goals for technology support and CAO strategic objectives.

·         Establishes and implements customer and technology support best practices, policies, and standards; ensures conformance with CAO and HIR strategic objectives across the IT Customer Solutions Directorate.

·         Directs, manages, and implements technology products and services necessary to support Members, Committees, and House support offices; encourages innovation in approaches, systems, and service leveraging current investments and adapting to emerging technology support requirements and customer needs.

·         Cooperates with other directors and senior management in HIR to provide incident communications to HIR, House system administrators, and other staff as directed by HIR and CAO senior management.

·         Assures the effective integration and use of supplied desktop and mobile software across the House.

·         Serves as the CAO/HIR’s lead for Congressional Transition by participating with the House Committee on Administration, other House offices, and senior management to support the successful implementation of technology and associated policies and procedures to fully support the planned transition activities.

·         Provides guidance and leadership on system and application changes to customer and technology support requirements; ensures changes and impacts are fully understood throughout the project lifecycle.

·         Leads project teams to ensure tasks, resources, and timelines are included as part of their overall project plan.

·         Evaluates requests for services, performs studies, and carries out special reviews to determine possible cause of action in response to the request for services.

·         Conducts normal administrative and personnel management activities, including performance reviews and evaluations, interviewing and employment recommendations, staff counseling, employee development training, and development of policies.

·         Advises subordinates on administrative policies and procedures, technical problems, priorities, and procedures.

·         Ensures subordinate supervisors are efficiently utilizing staff, maximizing resources, and developing subordinates to their fullest potential.

·         Establishes procedures to systematically and equitably review subordinate supervisor’s accomplishments and ensure recommendations from subordinates are consistent with the CAO mission and internal initiatives.

·         Directs the preparation of Requests for Proposals (RFPs) and Requests for Quotations (RFQs), the review and evaluation of proposals and quotes, and the development of vendor selection recommendations.

·         Establishes, plans, and manages operating budget as directed by the CAO Office of Finance and the HIR Resource Manager.

·         Maintains accountability for the efficiency of funded services and the overall execution of the IT Customer Solutions budget to comply with the approved annual budget and procurement policies.

·         Performs other official duties and special projects as assigned.

Qualifications:

Experience and/or Education Requirements:

·         Master’s degree in Computer Science/Information Management Systems or equivalent senior level technical experience

·         10 years of relevant experience plus 5 years of executive level management experience leading IT/technical/engineering programs.

Knowledge, Skill, and Ability (KSA) and Competency Requirements:

·         Ability to develop customer service strategies and organize/motivate staff to produce results.

·         Knowledge of and ability to act on opportunities to enhance organizational effectiveness through information services.

·         Knowledge of systems development concepts, requirement definitions, and a combination of technical/managerial disciplines.

·         Ability to apply innovative thinking to re-engineering business processes.

·         Ability to communicate effectively, both orally and in writing, with elected officials, senior staff, information systems professionals, and non-technical users.

·         Employees within this position are expected to demonstrate the following HIR Technical Competencies: Analytics; Application Administration and Integration; Compliance, Internal Controls, and Audit Support; Consultation and Outreach; Contracting/Procurement; Emergency Response Planning and Risk Management; Financial Management; Hardware Installation and Management; Information Assurance; Information Management; Information Resources Strategy and Planning; Information Systems/Network Security; Information Technology Support; Inventory Management; Knowledge of Emerging Trends and Industry Best Practices; Network Management; Project Management; Quality Assurance and Testing; Telecommunications; and Web Development and Management.

·         All employees within CAO are expected to demonstrate the following general competencies: Accountability, Adaptability, Collaboration, Communication, Customer Orientation, Knowledge of Relevant Policies, Procedures, and Processes, Priority Management, and Problem Resolution.

·         All employees in leadership positions within CAO are expected to demonstrate the following leadership competencies: Coalition Building, Decision-Making, Leading People, Results Orientation, and Strategic Planning. 

Security Requirements:

·         This position requires unescorted access to secure offsite locations which require an identification badge. In order to be approved for the applicable badge, you must be a U.S. citizen.

**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).