Virtual Service Desk Lead

Empower AI Inc.

2d • Hybrid

About The Position

Empower AI is seeking a Virtual Service Desk Lead to plan, direct, and coordinate activities in fields such as electronic data processing, information technology systems, IT systems analysis, and computer data programming. This role requires expertise on multiple complex work assignments, with the ability to innovate and present solutions. The position is part of a task order supporting the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) to drive digital transformation and deliver continuous improvement.

The team leverages advanced technologies and best practices to transform GSA’s IT capabilities, shifting to a more flexible service delivery model and adopting emerging technologies like intelligent automation, artificial intelligence, and machine learning.

Requirements

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

Nice To Haves

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.

Responsibilities

• Manage the performance of the Virtual Service Desk team, to include performance reviews, establishing goals and objectives, prioritizing work, and hiring, training, and counseling.
• Ensure Service Level Agreement (SLA) requirements are met.
• Plan, direct, and/or coordinate IT systems support activities, programs, and projects.
• Apply analytic techniques in the evaluation of program/project objectives.
• Analyze requirements, status, budget, personnel resources, and schedules.
• Track program/project status and schedules.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
• Identify opportunities and recommend improvements and best practices to leadership.
• Other duties as assigned.

What This Job Offers

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