CASD Shift Lead

Empower AI Inc.•, DC

2d•Onsite

About The Position

Empower AI is seeking a CASD Shift Lead for an exciting opportunity at the Department of State. This role is the primary manager for all customer service events related to the global customer IT environment. The CASD Shift Lead will set the example and lead a shift of Tier 1 Service Desk Agents, responsible for providing professional, high-quality Tier 1 support to the internal user community of approximately 40,000 users. This includes generating service tickets for all service events such as incidents, problems, service requests, and change requests, which can be submitted through various channels including email, phone, instant message, agent chat, chatbot, ticket management system (Service Now), or automated event reporting. The Shift Lead will also perform duties as a senior Tier 1 Service Desk Agent, managing their shift team to deliver responsive Service Desk support, receive initial contacts, open and track service events, and monitor them through resolution. This position ensures the delivery of quality first-contact support by collecting customer information, performing initial analysis, identifying root symptoms, and documenting all issues in the ticket management system. Tier 1 agents maintain ticket ownership and attempt resolution before escalating to Tier 2. The role involves being among the first points of contact to coordinate, troubleshoot, diagnose, and resolve all incidents and problems to closure or escalate as needed, following established standards and service level agreements.

Requirements

5+ years of experience
Associate's degree or equivalent experience
ITIL 4 Foundation certification
HDI-SCTL Certification(s)
Secret Security Clearance

Nice To Haves

Comp TIA Sec+ Certification

Responsibilities

Set the example and lead a shift of Tier 1 Service Desk Agents.
Provide professional, high-quality Tier 1 support to the internal user community (~40K users).
Generate service tickets for every service event (incidents, problems, service requests, and change requests).
Perform duties as the senior Tier 1 Service Desk Agent.
Manage shift team to deliver responsive Service Desk support.
Receive initial contacts, open and track service events in the ticket management system, and monitor each event through resolution.
Ensure delivery of quality first-contact support for end users.
Collect customer information, perform initial analysis, identify root symptoms, and document all issues within the ticket management system.
Maintain ticket ownership and attempt resolution before escalating to Tier 2.
Coordinate, troubleshoot, diagnose, and resolve all incidents and problems to closure or escalate as needed.
Follow standards and directed service level agreements.