Customer Support Lead
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.
Requirements
- Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
- Active PMP (Project Management Professional) certification.
- DoD 8570/8140 IAT Level III certification.
- Expert-level experience implementing and managing IT Service Delivery using ITIL/ITSM and/or SAFe methodologies across an enterprise.
- Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Excellent written, oral, and interpersonal communication skills.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Team-oriented and skilled in working within a collaborative environment.
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum ten (10) years of recent experience managing large, complex IT infrastructure and service delivery projects of similar size, scope, and complexity.
- Minimum ten (10) years of experience serving as a Program Manager in a DoD or IC environment overseeing multiple IT service areas.
Nice To Haves
- Experience supporting a DoD or IC customer is a plus.
Responsibilities
- Lead daily Tier I, II, and III service desk operations supporting approximately 13,000 DCSA personnel.
- Manage hands-on technical teams executing service desk and customer support functions across the DCSA enterprise.
- Implement and manage IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across the service desk operation.
- Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
- Drive First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA) performance against contractual Acceptable Quality Levels (AQLs).
- Lead queue management and routing optimization across multiple service desk tiers and channels (phone, ticketing, walk-up, self-service).
- Coordinate service desk surge response under PWS Task 16; manage cross-tier escalation and resource reallocation.
- Engage with Senior Government Executive customers on service desk performance and improvement initiatives.
- Maintain DoD 8570/8140 IAT Level III certification currency.
- Support program-level reporting on service desk metrics including monthly Customer Support Activity Reports.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
