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Empower AI
Empower AI
501 – 1 000 Xodimlar
LogistikaMudofaaSog‘liqni saqlash
Empower AI federal hukumat vazifalariga e’tibor qaratgan holda, davlat sektori jamoalari uchun sun’iy intellekt va texnologik yechimlarni ishlab chiqadi. Ilgari NCI nomi bilan tanilgan kompaniya sun’iy intellekt, kiberxavfsizlik, dasturiy ta’minot ishlab chiqish va bulutga ko‘chirish sohalaridagi tajribasidan foydalanib, Fuqarolik va Mudofaa agentliklariga murakkab operatsion muammolarni hal etish, ishchi kuchi unumdorligini oshirish hamda tezroq va yanada asosli qarorlar qabul qilishda yordam beradi. Uning faoliyati mudofaa, sog‘liqni saqlash va logistika kabi davlat muhitlarini qamrab oladi.
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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.

USAmerika Qo‘shma ShtatlariVAVirjiniya
72 160 $ – 111 700 $ / yil
OfisdaTo‘liq stavkaSeniorYetakchiTalab Qilinadigan Til: inglizchaNazoratchiUmumiy
ITSMKiberxavfsizlikServiceNowTypeScript

Tavsif

  • 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.

Talablar

  • 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.

Imtiyozlar

  • 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.

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