Center Team Lead

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.

Description

Empower AI is seeking a Knowledge Center Team Lead to supervise a team of Tier I Knowledge Center (KC) agents supporting the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the KC through a dedicated toll-free number, support email, public web form, and public chatbot, and the KC agent creates and manages the ticket on their behalf.

The Team Lead owns real-time team performance against SLAs and XLAs, coaches agents on external-user handling and manual ticket creation, enforces the email-based Customer-Confirmed Ticket Closure process, and coordinates escalations to application resolver groups. The Team Lead also owns the handoff between the external-facing KC and the internal application resolver groups that support the mission. External users cannot see internal systems, so when a Tier I KC agent cannot resolve an issue, the Team Lead determines the correct resolver group, ensures the ticket is complete and correctly prioritized, tracks it to resolution, and manages communication back to the external user through the email-based Customer-Confirmed Ticket Closure process.

This role analyzes escalation patterns to reduce future escalations and is the KC's senior technical resource for complex application issues. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE POSITION WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Supervise a team of Tier I service desk and Knowledge Center analysts across core hours (6:00 a.m. to 8:00 p.m. ET) and extended-hours shifts, including scheduling, coverage planning, attendance, performance management, coaching, and professional development.
• Own real-time and daily operational performance: monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence, and take corrective action to keep open tickets exceeding resolution SLA within the acceptable quality level.
• Enforce the Customer-Confirmed Ticket Closure process and ticket documentation standards through a structured quality assurance program, including ticket audits, call and chat reviews, and calibrated feedback.
• Lead the service desk's response to PL1/PL2 critical incidents, including communications, situational awareness alerts, and coordination with Tier II, endpoint, communications, and application resolver groups.
• Analyze escalated external-user tickets to determine the correct application resolver group, required information, and Priority Level, and manage seamless, documented handoffs while retaining ownership of the customer…