Extended Hours Shift 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 an Extended Hours Shift Lead to lead the standalone extended-hours IT Service Desk operation (weeknights 8:01 p.m. to 5:59 a.m. ET and weekends) for a Department of War agency with approximately 13,000 users. Extended hours differ from core operations only in coverage: every workflow, SLA, XLA, customer experience standard, and the Customer-Confirmed Ticket Closure process apply equally overnight and on weekends.

The Shift Lead directly supervises a remote team of Tier I agents, owns real-time performance and queue health during the shift, leads the overnight response to PL1/PL2 critical incidents and After-Hours Emergency On-Call notifications, and ensures a clean handover to the core-hours team each morning. 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 HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Supervise the remote extended-hours Tier I agent team across weeknight and weekend shifts, including scheduling, coverage, attendance, coaching, performance management, and shift handover to and from core-hours supervisors.
• Own real-time queue health, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence during extended hours, and take corrective action when metrics trend toward thresholds.
• Lead extended-hours response to PL1/PL2 critical incidents: initiate After-Hours Emergency On-Call notifications to the appropriate technical teams, coordinate communications and situational awareness alerts, and maintain the incident timeline for morning handover.
• Ensure extended-hours multi-channel coverage (live agent plus Virtual Agent chatbot) and identify overnight contact patterns that can be deflected to Tier 0 or require knowledge content.
• 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.

REQUIREMENTS
:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE,…