Deputy Chief IT Customer Solutions Officer

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, 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 Deputy Chief of IT Customer Solutions is a senior IT leader responsible for overseeing end-user support operations, ensuring high-quality service delivery, and driving continuous improvement across the IT customer experience in a fast-paced, high-demand environment. This position plays a critical role in leading a diverse portfolio that includes enterprise support services, endpoint lifecycle and configuration management, vendor coordination, customer experience programs, and workforce development. The role requires decisive leadership, rapid operational decision making, and accountability for service delivery outcomes. 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 IT Customer Solutions Officer to build a high-performing service organization centered on innovation, operational excellence, and exceptional user satisfaction. This position has managerial and supervisory responsibilities. Grade level at time of appointment is determined by experience and designated level of responsibility. The position has day-to-day supervisory/managerial 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. Oversee resource planning, workforce development, and staffing models to ensure teams are equipped to meet current and future demands. Serve as the primary HIR leadership point of contact for Congressional Transitions. Collaborate with HIR departments and external partners (CHA, AOC, Clerk, SAA, GSA) 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. Lead efforts to improve customer experience through user research, feedback analysis, frontline staff leadership, and targeted service enhancements. 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. Present plans, performance metrics, and recommendations to senior leadership to guide strategic decisions. 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. Prepare monthly, quarterly, and annual reports reflecting service trends and operational performance. Implement and mature governance frameworks for Unified Endpoint Management (UEM), vendor oversight, service delivery, and resource utilization. Lead or support efforts to identify the root causes of systemic issues and develop corrective action plans. Lead organizational change and transformation efforts across IT Customer Solutions, including changes to technologies, processes, service delivery models, and workforce structures. Establish direction, drive adoption, and ensure alignment with enterprise priorities while maintaining continuity of operations in a fast-paced environment. Promote innovation through AI integration, automation, and modernized IT service management capabilities, and lead or support strategic initiatives such as OS upgrades, platform transitions, and service modernization efforts. Serve as a key decision-making representative for IT Customer Solutions in enterprise governance and coordination forums, including the Architecture Review Board (ARB), Engineering Roundtable (ERT), and Change Advisory Board (CAB), ensuring alignment of technical direction, operational priorities, and execution of enterprise technology changes. 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 to ensure effective contract performance, service quality, and compliance with established requirements. Accountable for ensuring service delivery meets established performance standards, customer expectations, and organizational priorities. Oversee administrative and personnel management activities, including performance reviews and evaluations, hiring and employment recommendations, staff counseling, training, and career development. Ensure optimal deployment of resources, build workforce capability, and foster a results-driven, collaborative team culture focused on continuous learning, service excellence, and accountability. Distribute internal and external communications regarding deadlines, business process changes, policies, and service delivery updates. Maintain awareness of competing and complementary initiatives across the CAO and provide recommendations to ensure alignment. 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.