Develop KPI frameworks and performance measurement reports for federal and DoD mission environments. - Track SLA performance, analyze alert trends, and identify improvement opportunities. - Transform raw operational data into actionable insights using Excel, SQL, and BI tools.
DecisionPoint Corporation provides IT services and consulting, specializing in federal and DoD mission environments. The company is an Equal Employment Opportunity and Affirmative Action employer with a focus on diversity and inclusion.
Manage contractual deliverables, status reports, and program presentations.
Track program risks and issues in Jira and support monthly risk reviews.
Provide operational support across finance, travel, and reporting for CAEIO.
Peraton is a next-generation national security company providing IT operations, modernization, and mission support to government agencies and the U.S. armed forces. It is a leading mission capability integrator focused on solving challenging national security problems.
Supervise a team of Tier I Knowledge Center agents supporting external users of a Department of War agency's mission applications.
Own real-time team performance against SLAs and XLAs, coach agents, enforce ticket closure processes, and coordinate escalations.
Serve as the KC's senior technical resource for complex application issues and analyze escalation patterns to reduce future escalations.
Empower AI provides AI solutions for government agencies, helping federal leaders transform their workforce and mission operations. Headquartered in Reston, VA, the company leverages over 30 years of experience and is recognized as a 2024 Military Friendly Employer.
Provide Tier 3 technical support for ACWS users, resolving complex application, system, and integration issues.
Serve as a technical escalation point for Tier 2, coordinating with developers and technical teams to maintain system availability.
Develop knowledge articles, troubleshoot performance problems, and support root cause analysis for continual improvement.
LMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed, serving federal agencies in defense, space, healthcare, and energy sectors. Headquartered in Tysons, Virginia, the company emphasizes agility, collaboration, and delivering impactful results.
Monitor partner performance against key metrics and investigate deviations to ensure SLA adherence.
Build and maintain scorecards and dashboards for real-time and historical visibility into partner health.
Support dispute, credit, and escalation workflows with data-driven analysis and cross-functional collaboration.
Super.com is a high-growth tech company that helps maximize lives for customers and employees. We care about our people, take career progression seriously, and offer a remote-first culture.
Provide expert functional support to the Army Contract Writing System (ACWS) as a Tier 2 Service Desk agent, investigating and resolving incidents.
Triage tickets in ServiceNow, maintain expert knowledge of ACWS and federal contracting, and manage tickets to meet service level objectives.
Communicate with end users empathetically, escalate issues to Tier 3, and contribute to knowledge base articles and continuous improvement.
LMI is a digital solutions provider accelerating government impact with innovation and speed, serving defense, space, healthcare, and energy sectors. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results and driving lasting value.