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Responsibilities:
- Supervise a team of Tier I service desk and Knowledge Center analysts across core hours and extended-hour shifts.
- Own real-time operational performance, monitor contact volumes, queue health, ticket aging, and SLA adherence.
- Lead response to critical incidents and manage escalations to resolver groups.
Requirements:
- Bachelor's degree and 3+ years related experience; 7 total years education/experience required; U.S. Citizen with active Secret clearance.
- Must have DoD 8570/8140 IAT Level I baseline certification and 5+ years progressive IT service desk experience.
- Expert troubleshooting skills across Windows, Microsoft 365, Active Directory, VPN, and enterprise ITSM platforms.
About Empower AI:
- Empower AI provides AI-driven transformation for federal agencies in Health, Defense, and Civilian missions.
- The company is headquartered in Reston, VA and recognized as a 2024 Military Friendly Employer.
Empower AI
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.