Director, IT Support Services #100

Department: Chief Information Officer
Work Hours: 8:00am-5:00pm
Pay Grade Range: $148800-$195000
Remote Work Status: Hybrid
FLSA Status: Exempt
Posting Date Range: 1/18/2024-Until filled
This vacancy announcement closes at 7pm EST. Late applications will not be accepted.

JOB OVERVIEW

Job Description

About Us:
The Sergeant at Arms plays a crucial role in upholding the operational integrity of the Senate community. Our vision is to foster an environment of innovation, collaboration, and adaptability, ensuring uninterrupted legislative proceedings irrespective of time, place, or circumstance.

Role Overview:
Join the Sergeant at Arms as the Director of the CIO’s IT Support Services department, a key senior leadership position based in Washington, DC. In this role, you will be responsible for leading the delivery of exceptional IT services to Senate offices nationwide. Your focus will be on driving excellence in customer service – a critical aspect of this role, developing a skilled team, refining processes, and leveraging technology to meet high standards of support and service. This involves providing a seamless,
responsive, and superior customer experience. Your leadership and vision will be essential in ensuring that our IT services not only meet but exceed customer expectations by reinforcing the importance of customer service at every level of IT support

Key Responsibilities:

• Championing Customer Service Excellence: Lead the IT support services department with a strong focus on delivering exceptional customer service. This includes overseeing the help desk operations, ensuring timely and effective resolution of issues, and maintaining a customer first approach in all interactions.
• Operational Leadership: Drive the daily operation of critical IT support services under the direction of the CIO’s Chief Operations Officer. This encompasses managing help desk, hardware and software installations, acquisitions, mobile communications, equipment repair, and asset management.
• Collaborative Engagement: Work in close collaboration with other CIO senior leaders and liaise with various Senate offices and committees. Your role is crucial in optimizing the alignment and delivery of support services to meet the diverse needs of our stakeholders.
• Strategic Budget Management: Develop, implement, and monitor the departmental budget, ensuring it aligns with strategic objectives and priorities, with a keen eye on enhancing customer service aspects.

Key Accountabilities/Essential Job Duties
Directs the ongoing, daily operations of the IT Support Services Department through the management of branch managers; directs operations and support of; Technology and Helpdesk Services, and Office Equipment and Capitol Exchange Services. Establishes general management policies and practices governing the deployment, installation, maintenance, and technical support to Senate offices; directs technology inventory efforts. Manages, directs, and supervises staff recruitment, training, and evaluation processes. Develops, implements, and monitors budgets and budget expenditures. Implements objectives and policies established by the Assistant Sergeant at Arms/Chief Information Officer; participates in the formulation and implementation of short- and long-range goals.

JOB SPECIFICATIONS

Other Duties/ Responsibilities

• Establish and deepen relationships with Member Office staff.
• Establish and deepen relationships with key support vendors.
• Empower and develop leadership staff and monitor job performance.

Required Work Experience

• Eight to ten years of experience in information technology management, with a strong emphasis on customer-oriented service delivery in an IT setting.
• A proven track record in leading a responsive and customer focused IT service organization.

Required Special Skills/ Knowledge

• Effective communicator, Strong organization, and computer skills.
• Proven ability to successfully manage and develop people.
• Leadership in Customer Centric Environments: Proven experience in mentoring, developing, and motivating leaders and teams, especially in environments where customer service is paramount.
• Relationship Management: Ability to establish and maintain effective working relationships, focusing on delivering customer centric solutions to Senate office and committee staff, as well as internal leadership, staff, and contractors.
• Contract Management with a Customer Focus: Proficient in managing IT services contracts, with an emphasis on maximizing performance, value, and customer satisfaction.
• Complex Problem Solving with Clear Communication: Exceptional ability to assess and manage complex It related issues, with a commitment to communicate status and solutions clearly and concisely to both leadership and customers, ensuring a high level of customer service.

Working Conditions

• No exceptional physical demands

Continuous Learning & Development:
Your professional evolution is our commitment. We champion your growth, offering a plethora of training avenues, workshops, and seminars to hone your skills and knowledge.

Benefits & Perks:
Enjoy a competitive package that goes beyond just a paycheck. Comprehensive benefits, professional development opportunities, and unique perks await you.

 CONDITIONS OF EMPLOYMENT

To be employed by a Senate employing office in a paid position in the continental United States an individual must:
1. Be a U.S. citizen;
2. Be lawfully admitted for permanent residence and seeking citizenship as outlined in 8 U.S.C. § 1324b(a)(3)(B);
3. Be (i) admitted as a refugee under 8 U.S.C. § 1157 or granted asylum under 8 U.S.C. § 1158 and (ii) have filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible; or
4. Owe allegiance to the U.S. (i.e., qualify as a non-citizen U.S. national under federal law).
Employment is contingent on background / security investigation results.

BENEFITS AT-A-GLANCE

The SAA provides a highly competitive benefitspackage for all SAA staff. Our benefits extend beyond health care coverage tohelp provide employees with student loan reimbursement, professionaldevelopment, transportation subsidy, TSP/retirement savings, access to ourEmployee Assistance Program, and more! For more information regarding SAA’sbenefits, please visit https://sen.gov/OPPW.

ACCOMMODATIONS

As an Equal Opportunity Employer, the SAA is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with SAA and need special assistance or an accommodation to complete the application process, please submit your request to employment@saa.senate.gov email with “Accommodation” in the subject line.