SERVICE DESK MANAGER

Empower AI Inc. • Quantico, VA

7d • $133,650 - $206,860 • Onsite

About The Position

Empower AI is seeking a Service Desk Manager to lead the external-facing Tier 0 / Tier I Service Desk. This role serves as the senior technical decision-maker and lead analyst within Tier I on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. The Senior Analyst decides resolution strategy for the most complex Tier I issues, owns shift-level queue management and quality assurance decisions, designs the knowledge and procedures that raise First Contact Resolution and Tier 0 deflection, and leads the trend analysis that feeds Proactive Problem Management and the Customer Experience Roadmap. The role partners with the Service Desk Supervisor and Manager on performance reporting, quality, and analyst development and acts as shift lead in the Supervisor's absence. 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 AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.

Requirements

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 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 TS/SCI to start.
• 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 10 years of progressive experience in enterprise IT service desk, help desk, or end-user support, including experience as a lead or senior analyst.
• Expert troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory, network connectivity, VPN, printers, mobile devices, and common enterprise applications.
• Extensive experience with an enterprise ITSM platform (e.g., ServiceNow), including reporting, knowledge management, and queue management.
• Demonstrated experience improving First Contact Resolution, SLA adherence, and customer satisfaction through process, knowledge, and coaching initiatives.
• Experience performing ticket quality reviews, mentoring analysts, and delivering training.
• Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule, and willingness to work extended-hours shifts if assigned to the extended-hours team.
• Excellent written and verbal communication skills, including the ability to brief supervisors and Government stakeholders on performance and trends.

Nice To Haves

• HDI Support Center Team Lead, HDI Desktop Support Technician, or ITIL 4 Foundation / Practitioner certification.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Experience with AI-enabled service desk capabilities (ServiceNow Virtual Agent, AI Ops, predictive analytics) and measuring Tier 0 deflection.
• Experience contributing to Problem Management, Root Cause Analysis, and continuous improvement programs.

Responsibilities

• Serve as the senior technical decision-maker within Tier I, analyzing the most complex incidents and service requests to determine root cause and business impact, and deciding resolution strategy, priority, and escalation across Tier II, Tier III, and specialized resolver groups.
• Own shift-level queue management decisions: assess real-time contact volumes and ticket aging, rebalance work across analysts, and direct actions to protect PL1-PL4 SLAs, First Contact Resolution targets, and the acceptable quality level for aged tickets.
• Design and administer the Tier I quality assurance review process, evaluating tickets and customer interactions against standards, enforcing the Customer-Confirmed Ticket Closure process, and determining coaching and corrective actions for analysts.
• Lead analysis of Tier 0/I trend and escalation data to identify recurring and high-impact problems, and prepare After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans with recommended permanent solutions.
• Design and govern knowledge base articles, standard operating procedures, and Virtual Agent (chatbot) content, deciding which issues are moved to Tier 0 self-service and how Tier I procedures should change to raise First Contact Resolution.
• Define and refine escalation criteria, resolver group routing rules, and Tier I enablement recommendations in coordination with Tier II, endpoint engineering, communications, and application teams.
• Analyze and validate Tier 0/I performance data for the Customer Support Metrics Dashboard, Monthly Customer Support Activity Report, and Quarterly XLA Performance Report, interpret CSAT and Customer Effort Score results, and recommend service improvements to leadership.
• Develop analyst onboarding and training programs, evaluate analyst readiness, and act as shift lead in the Supervisor's absence, including approving and publishing pre-approved situational awareness alerts.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior