VIP Support Lead

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Primary Duty – VIP Team Leadership, Technical Escalation Authority, and Independent Judgment

• Leads day-to-day VIP Support operations; customarily and regularly directs the work of assigned VIP Support Technicians (Senior and Mid-Level) across all five VIP mission areas; assigns priorities, monitors service delivery quality, and provides input on performance evaluations and personnel recommendations.
• Serves as the senior technical escalation authority above the VIP Support Technician (Senior) level; independently applies advanced systems analysis techniques and highly specialized knowledge to analyze and resolve the most complex VIP incidents that exceed Senior Technician scope.
• Oversees Level III Platinum wellness visit schedule execution; reviews daily VIP Wellness Visit Status Reports; independently determines and directs corrective actions on identified issues.
• Manages the VIP ticket queue; independently monitors ACD calls, incidents, and service request workflows to identify and address performance issues affecting VIP service delivery; escalates systemic issues to the VIP Support Manager.
• Coordinates VIP on-boarding and off-boarding IT activities, office moves (nine or fewer users), and configuration changes; ensures prior coordination with J6 Account Management for VIP account actions.
• Ensures adequate bench stock of configured and tested GFE for rapid VIP replacement; coordinates with asset management for DPAS accountability and DD Form 1150 submissions within three business days.
• Provides technical guidance and mentorship to mid-level and junior VIP Support technicians; identifies training needs; coordinates with the Knowledge Manager on WI and SOP currency.
• Monitors VIP system outages and immediately communicates to appropriate Government POCs using Government-provided tools; maintains constant communications until all services are restored.
• Coordinates with DISA HQ DEOS team for enterprise email and Office 365 VIP capabilities; supports platform and DoD technology pilot programs.
• Provides daily and weekly reports on outstanding VIP hot-topic issues to management; tracks and reports VIP metrics for the monthly IPR.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.2 task requirements, the candidate is responsible for:

• Leading day-to-day VIP Support operations, providing technical direction and oversight to VIP Support technicians across all five mission areas, ensuring service delivery IAW Government-approved service levels and J6 SOPs.
• Serving as senior technical escalation point for complex VIP incidents and service requests; coordinating with Tier III and infrastructure teams to resolve issues not resolvable at the VIP Support level.
• Overseeing Level III Platinum wellness visit schedule execution; reviewing daily VIP Wellness Visit Status Reports and ensuring corrective actions are taken on identified issues.
• Managing VIP ticket queue; monitoring ACD calls, incidents, and service request workflows to immediately identify and address performance issues affecting VIP service delivery.
• Coordinating VIP on-boarding and off-boarding IT activities, office moves (nine or fewer users), and configuration changes; ensuring prior coordination with J6…