What the job is
The Library of Congress in Washington, District of Columbia is hiring a manager to lead its IT Service Desk team. This role involves overseeing customer support operations for employees across the organization. You will manage a team that helps users with technical issues and ensures smooth IT services.

What you will do
- Lead a team providing Tier 1 IT support, including handling user requests and solving technical problems.
- Monitor service quality and ensure timely resolution of IT incidents.
- Develop customer-focused support procedures and improve the user experience.
- Coordinate with other IT teams to escalate and resolve complex issues.
- Supervise, train, and evaluate staff performance.
- Track trends, report on progress, and manage projects to improve IT services.
- Ensure compliance with safety, diversity, and equal opportunity policies.

What you need
- Experience leading IT support teams and managing customer service operations.
- Strong knowledge of enterprise IT systems and troubleshooting.
- Ability to build relationships with users and partner teams.
- Experience with project management and improving IT processes.

What you will get
- A permanent, full-time position with hybrid work options (some on-site work required).
- Salary range: $143,913 to $187,093 per year.
- Flexible work schedule.