Accounts Services Manager (Network)

Empower AI•Alexandria, VA

About The Position

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai . Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees. Empower AI: As the Accounts Services Manager , y ou will lead and manage a team of highly skilled technicians and leads to ensure that all network account services are delivered within contract defined Service Level Agreements. You will also develop and implement initiatives for training and knowledge management while promoting a culture of high-quality customer service. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Requirements

Clearance Required: US Department of Defense (DOD) issued Secret Clearance
Experience: Minimum of 10 years in Project Management and Systems Administration for Enterprise IT systems.
Leadership: Demonstrated ability to manage and mentor technical teams
Education: Bachelor’s Degree in IT related field or equivalent related experience
Certifications: Must hold Security+ certification or other applicable certifications to meet 8570 Level II compliance requirements
Skills: Strong analytical and problem-solving skills. Excellent written, oral, and interpersonal communication skills. High attention to detail and self-motivation
Ability to translate technical information into business-friendly language

Nice To Haves

Experience with Microsoft Azure cloud services and administration
US Department of Defense (DOD) issued Top-Secret Clearance

Responsibilities

Lead and manage the day-to-day operations and projects of the Accounts Team, setting priorities and ensuring efficient account management processes.
Provide technical support and troubleshooting for user access, licensing, and security-related issues, escalating complex problems as needed and contributing to knowledge base documentation.
Foster the professional development of the Team Leads and technicians by offering mentorship, technical guidance, and opportunities for skill enhancement to elevate their capabilities and career growth.
Manage work schedules, monitor overtime, and approve timesheets to maintain budget compliance and productivity.
Ensure the team meets Acceptable Quality Levels (AQLs) for account management and service delivery, fostering a culture of excellence.
Ensure that all VIP tickets are identified, triaged, and processed within required SLAs.
Utilize expertise in Active Directory, Microsoft Azure, Active Roles Server, and other account management tools to provide technical guidance and support to team members.
Develop and maintain comprehensive documentation for account management processes, ensuring accuracy and adherence to established procedures and work instructions.
Oversee the resolution of end-user access-related issues, ensuring prompt and effective solutions are implemented.
Facilitate communication with external support groups regarding Microsoft 365 services and licensing.
Coordinate and facilitate the administration of the Dormant Accounts Process to ensure timely execution of processes and reporting.
Produce regular performance reports and updates for Contract Leadership regarding team achievements, metrics, customer comments, escalations, and team related projects.
Develop alternative courses of action, workarounds, and fallback plans for identified risks, recommending actions for each risk and monitoring them at appropriate milestones.
Manage employee performance through regular reviews of completed work, providing constructive feedback and addressing disciplinary issues when necessary to ensure adherence to organizational policies and standards.
Identify opportunities for process improvements and implement changes to enhance operational efficiency and service delivery.
Participate in daily staff meetings with contract Leadership to communicate updates, address concerns, and align on priorities.
Oversee the recruitment, selection, and training of qualified IT personnel to build a skilled and effective team.
Interface and communicate effectively with customers and vendors to foster and maintain strong working relationships.
Perform additional duties as assigned to support the overall effectiveness of the Accounts Management Team.