LogoFresh Jobs Ahead
Empower AI
Empower AI
501 – 1000 Zaposleni
LogistikaObrambaZdravstveno varstvo
Empower AI razvija rešitve na področju umetne inteligence in tehnologije za ekipe v javnem sektorju, pri čemer se osredotoča na poslanstva zvezne vlade. Podjetje, prej znano kot NCI, uporablja strokovno znanje s področij umetne inteligence, kibernetske varnosti, razvoja programske opreme in migracije v oblak, da civilnim in obrambnim agencijam pomaga pri reševanju zapletenih operativnih izzivov, izboljšanju produktivnosti delovne sile ter sprejemanju hitrejših in bolje informiranih odločitev. Njegovo delo zajema vladna okolja na področjih obrambe, zdravstva in logistike.
LinkedIn
Delovna mesta v podjetju

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.

USZdružene države AmerikeVAVirginija
72.160 $ – 111.700 $ / leto
Na lokacijiPolni delovni časSeniorVodjaZahtevani Jezik: angleščinaNadzornikSplošno
ITSMKibernetska varnostServiceNowTypeScript

Opis

  • 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.

Zahteve

  • 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.

Ugodnosti

  • 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.

Sorodna delovna mesta