THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.
JOB DUTIES
Analyze incoming incident and request volume, priority, skill requirements, location, and resolver group capacity to determine assignment and routing decisions across Tier I, Tier II, field service, communications, and application teams, and reassign work as conditions change.
Evaluate ticket aging against PL1-PL4 response and resolution SLAs, determine which at-risk tickets require intervention, direct follow-up with resolver groups, and decide when to escalate to supervisors to protect the acceptable quality level.
Assess compliance with the Customer-Confirmed Ticket Closure workflow across resolver groups, identify process breakdowns, and determine corrective routing or reassignment for reopened and stalled tickets.
Coordinate the response to PL1/PL2 critical incidents: determine which technical resources are needed, initiate communications and After-Hours Emergency On-Call procedures, maintain the incident timeline, and recommend when a Critical Incident declaration should be requested from the Government.
Develop shift schedules, on-call rosters, and coverage plans for core and extended-hours operations by analyzing forecasted contact volume, staffing levels, and skill mix, and recommend adjustments to supervisors.
Plan and prioritize desk-side visits, field dispatches, printer and mobile device service, and training center support, balancing user impact, geography, travel approvals, and technician availability.
Analyze daily and weekly operational data on volume, backlog, SLA performance, and escalation trends; identify emerging problems; and prepare reports and recommendations for the Customer Support Metrics Dashboard and Monthly Customer Support Activity Report.
Design and maintain resolver group definitions, routing rules, assignment group membership, and dispatch procedures, and recommend workflow and automation improvements to the Service Desk Supervisor and ITSM platform team.
Qualifications
REQUIREMENTS
Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
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 3 years of experience in an IT service desk, dispatch, service coordination, or IT operations support role.
Hands-on experience with an enterprise ITSM platform (e.g., ServiceNow), including queue management, assignment groups, and reporting.
Strong understanding of incident, request, and escalation management processes and SLA-driven operations.
Demonstrated organizational skills and the ability to track and prioritize many concurrent items accurately under time pressure.
Experience preparing operational reports and communicating status to technical teams, supervisors, and customers.
Excellent written and verbal communication and interpersonal skills; ability to work effectively with geographically dispersed teams.
DESIRED SKILLS
ITIL 4 Foundation or HDI Support Center Team Lead certification.
Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
Experience coordinating major incident response and communications.
Familiarity with workforce scheduling and contact center forecasting tools.
Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
Familiarity with Power BI or similar dashboard tools for operational reporting.
About Empower AI
All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.
If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.
Pay Band Min
USD $57,470.00/Yr.
Pay Band Max
USD $82,880.00/Yr.
