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Empower AI
Empower AI
501 – 1 000 Darbuotojai
GynybaLogistikaSveikatos priežiūra
„Empower AI“ kuria dirbtinio intelekto ir technologinius sprendimus viešojo sektoriaus komandoms, daugiausia dėmesio skirdama federalinės valdžios misijoms. Anksčiau NCI vardu veikusi įmonė pasitelkia dirbtinio intelekto, kibernetinio saugumo, programinės įrangos kūrimo ir migracijos į debesiją kompetenciją, kad padėtų civilinėms ir gynybos agentūroms spręsti sudėtingus veiklos iššūkius, didinti darbuotojų produktyvumą ir priimti greitesnius, geriau informacija pagrįstus sprendimus. Jos veikla apima tokias valdžios sektoriaus aplinkas kaip gynyba, sveikatos priežiūra ir logistika.
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Darbai įmonėje

Service Desk Shift Supervisor (Onsite, Virginia)

Lead Empower AI’s Tier 0 and Tier I government IT support operation, supervising service desk analysts across multiple shifts. Oversee service levels, critical incidents, quality, and continual improvement.

USJungtinės ValstijosVAVirdžinija
72 160 $ – 111 700 $ / metai
Darbas vietojeVisas etatasVyresnysis specialistasVadovasPrivaloma Kalba: anglųBendraPrižiūrėtojas
ITSMKibernetinis saugumasServiceNowTypeScript

Aprašymas

  • Run daily operations for a Tier 0/Tier I IT Service Desk and external Knowledge Center serving about 13,000 internal users and thousands of industry partners.
  • Manage service desk analysts on core and extended-hours shifts.
  • Track live performance against SLAs and XLAs, improve First Contact Resolution and Tier 0 deflection, and ensure customers confirm ticket closure.
  • Oversee analyst schedules, shift coverage, attendance, performance, coaching, and development.
  • Track contact volumes, queue health, ticket age, resolution and deflection rates, and PL1–PL4 SLA performance; address issues as they arise.
  • Uphold ticket closure and documentation standards with ticket audits, call and chat reviews, and consistent feedback.
  • Lead responses to PL1/PL2 critical incidents, coordinating with Tier II, endpoint, communications, and application teams.
  • Review incident and request trends, escalation causes, and customer feedback to find service improvements.
  • Contribute to proactive problem management, after-action reviews, and root cause analyses.
  • Work with Knowledge Management to develop knowledge articles and Virtual Agent content.
  • Compile performance data and reporting narratives for customer support dashboards and regular reports; brief management and government stakeholders.
  • Maintain operating procedures, onboarding and training programs, and shift handover practices.
  • Help recruit, interview, and onboard analysts requiring security clearances.
  • Report to the Senior Service Desk Manager.

Reikalavimai

  • Bachelor’s degree and at least 10 years of related experience; alternatively, a master’s degree and 8 years of related experience, or 4 additional years of experience in place of a degree.
  • U.S. citizenship.
  • Active Secret clearance, favorably adjudicated at T3/T3R, at start.
  • Willingness and ability to obtain TS/SCI eligibility after starting if mission needs require it.
  • Must be within investigation scope and/or enrolled in Continuous Evaluation or Continuous Vetting.
  • Current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity duties, such as CompTIA A+ CE, Network+ CE, Security+, CCNA-Security, or SSCP.
  • Ability to work independently, analyze problems, choose appropriate actions, and exercise discretion and independent judgment.
  • At least 10 years in enterprise IT service desk or end-user support, including 3 or more years leading a service desk team of at least 8 analysts.
  • Experience managing SLAs, XLAs, and KPIs such as First Contact Resolution, average speed to answer, ticket age, CSAT, and Customer Effort Score.
  • Expertise with an enterprise ITSM platform such as ServiceNow, including reporting, dashboards, and queue management.
  • Experience operating quality assurance programs, coaching analysts, and managing performance and attendance.
  • Experience supervising multiple shifts or extended-hours operations and coordinating on-call coverage.
  • Strong analytical skills and experience preparing operational reports and briefings.
  • Excellent written, verbal, and interpersonal communication skills.
  • Preferred: HDI Support Center Manager, ITIL 4 Foundation or Practitioner, or equivalent service management certification.
  • Preferred: Experience supporting Department of War, DoD, or Intelligence Community IT environments, including NIPRNet, SIPRNet, and JWICS enclaves.
  • Preferred: Experience deploying or operating AI-enabled Tier 0 capabilities and measuring ticket deflection.
  • Preferred: Experience supporting external customer help desks and public support channels.
  • Preferred: Experience with Power BI or similar dashboard tools.
  • Preferred: Familiarity with ISO/IEC 20000-1 service management systems.

Privalumai

  • Recognized as a Military Friendly Employer, with support for active-duty and veteran employees.
  • Total compensation package.
  • Professional development.
  • Opportunity for up to 10% travel.

Susiję darbai

Crash Champions

General Manager, Collision Repair – Pompano Beach

Crash Champions
H1B vizos rėmėjasAutomobilių pramonėElektroninė prekybaGamyba
USJungtinės ValstijosFLFlorida
75 000 $ – 141 750 $ / metai
Darbas vietojeVisas etatasVidutinis lygisVyresnysis specialistasPrivaloma Kalba: anglųVadovas

Lead daily collision repair operations at Crash Champions’ Pompano Beach center, overseeing production, staffing, repair quality, estimates, and performance goals. Support and develop the team while managing work from vehicle intake through delivery.

Atidaryti
Harmoney

Integration Engineer – Java, REST and OpenAPI

Harmoney
51 – 200 Darbuotojai
B2CFinansaiFintech
BEBelgija
3 000 € – 5 250 € / mėnuo
HibridinisVisas etatasVidutinis lygisVyresnysis specialistasPrivaloma Kalba: anglųPrivaloma Kalba: olandųSprendimų inžinierius
AzureJavaKubernetes

Build and support Java-based integrations for Harmoney’s SaaS compliance platform, based from its Ghent office. Take ownership of the integration catalogue and help shape a future marketplace.

Atidaryti
Carrier Commercial Refrigeration

Service Dispatcher, Technical Support — Carrier Commercial Refrigeration (Serbia, On-site)

Carrier Commercial Refrigeration
1 001 – 5 000 Darbuotojai
LogistikaMaistas ir gėrimaiSveikatos priežiūra
RSSerbijaDarbas vietojeVisas etatasJaunesnysis specialistasVidutinis lygisDiplomas nebūtinasPrivaloma Kalba: anglųPagalbos inžinierius

Coordinate equipment service and technical support for Carrier Commercial Refrigeration customers in Serbia. The role combines on-site equipment work, customer inquiries, service documentation, troubleshooting, and escalation.

Atidaryti