KNOWLEDGE CENTER DEPUTY LEAD

Empower AI Inc.•Remote,

4d•$72,160 - $111,700•Remote

About The Position

Empower AI is seeking a Knowledge Center Deputy Lead to supervise shifts of Tier I Knowledge Center agents supporting the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the KC through a dedicated toll-free number, support email, public web form, and public chatbot, and the KC agent creates and manages the ticket on their behalf. The Deputy Lead owns special projects and coordinates enterprise-wide updates and upgrades in preparation for external application changes. Additionally, this position will act as the Lead as needed (during absences). In this capacity, the Deputy will manage real-time shift performance against SLAs and XLAs, coaches agents on external-user handling and manual ticket creation, enforces the email-based Customer-Confirmed Ticket Closure process, and coordinates escalations to application resolver groups. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS REMOTE WORK ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

Requirements

Bachelor's degree and a minimum of 3 years of related experience (a Master's degree with 2 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
Must be a U.S. Citizen.
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Minimum of 8 years of experience in enterprise IT service desk or end-user support, including at least 3 years supervising or leading a service desk team of 8 or more analysts.
Demonstrated experience managing to SLAs, XLAs, and KPIs such as First Contact Resolution, average speed to answer, ticket aging, CSAT, and Customer Effort Score.
Expert knowledge of an enterprise ITSM platform (e.g., ServiceNow) including reporting, dashboards, and queue management.
Experience running quality assurance programs, coaching analysts, and managing performance and attendance.
Experience supervising multi-shift or extended-hours operations and coordinating on-call coverage.
Strong analytical skills and experience preparing operational performance reports and briefings for leadership and customers.
Excellent written, verbal, and interpersonal communication skills.

Nice To Haves

HDI Support Center Manager, ITIL 4 Foundation or Practitioner, or equivalent service management certification.
Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments and working across NIPRNet, SIPRNet, and JWICS enclaves.
Experience deploying or operating AI-enabled Tier 0 capabilities (chatbots, Virtual Agent, automated password reset) and measuring ticket deflection.
Experience supporting external customer help desks and publicly accessible support channels (toll-free phone, email, web form).
Experience with Power BI or similar dashboard tools for performance reporting.
Familiarity with ISO/IEC 20000-1 service management systems.

Responsibilities

Responsible to the KC Lead for the planning, training, stakeholder communications, and integration of all customer Tier 0/1 under the Knowledge Center.
Manages and plans for Enterprise-level KC support changes to customer applications.
Is the continuous liaison of the KC for Tier II/III providers to ensure constant communications and issue resolution.
Assists the KC Lead in the supervision of shifts of Tier I Knowledge Center agents supporting external users: scheduling and coverage across 6:00 a.m. to 8:00 p.m. ET, coaching, quality reviews of calls, emails, and manually created tickets, and performance management.
Own real-time shift performance for the KC (contact handling, First Contact Resolution, PL1-PL4 SLA adherence, CSAT/CES) and take corrective action to protect service levels for external users.
Enforce the email-based Customer-Confirmed Ticket Closure process, accurate capture of external user information and issue details, and documented escalation procedures to application resolver groups.
Analyze shift-level trends by application and contribute to knowledge content, Tier 0 chatbot improvements, and Problem Management for external-user issues.
Supervise a team of Tier I service desk and Knowledge Center analysts across core hours (6:00 a.m. to 8:00 p.m. ET) and extended-hours shifts, including scheduling, coverage planning, attendance, performance management, coaching, and professional development.
Own real-time and daily operational performance: monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence, and take corrective action to keep open tickets exceeding resolution SLA within the acceptable quality level.
Enforce the Customer-Confirmed Ticket Closure process and ticket documentation standards through a structured quality assurance program, including ticket audits, call and chat reviews, and calibrated feedback.
Lead the service desk's response to PL1/PL2 critical incidents, including communications, situational awareness alerts, and coordination with Tier II, endpoint, communications, and application resolver groups.