Customer Support Technical Lead; Dep Cs 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 Customer Support Technical Lead to serve as the Deputy Customer Support Lead for an enterprise IT Customer Support Technical Services program supporting a Department of War agency with approximately 13,000 users at headquarters, regional, field, and training locations. This is a designated Key Personnel position accountable to ensure the entire workforce is equipped with reliable, secure, and effective end-user technology and support.

The Manager provides unified leadership over Service Desk operations (Tiers 0 through II), the external Knowledge Center, Desktop Engineering and field support, lifecycle management of end-user hardware and software, and the physical communications infrastructure including printer, mobile, and telecom equipment. Success is measured by consistent achievement of all Performance Requirements, high customer satisfaction, and continuous improvement of service delivery across the enterprise.

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 AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Provide strategic direction and day-to-day leadership for all customer-facing IT service delivery, including the internal IT Service Desk (Tiers 0 and I, core and extended hours), the external Knowledge Center, Tier II and specialized support, desktop and field support, printer management, mobile device management, and end-user hardware/software lifecycle management.
• Own achievement of all Performance Requirements Summary SLAs, XLAs, and KPIs for customer support, including First Contact Resolution, Tier 0 deflection, PL1-PL4 resolution times, aged-ticket AQLs, CSAT, and Customer Effort Score, and direct corrective action when metrics trend toward thresholds.
• Direct a multi-disciplinary, geographically dispersed organization of supervisors, analysts, technicians, and engineers; manage staffing, scheduling, hiring, clearance onboarding, performance, and professional development; and ensure continuity of coverage including after-hours emergency on-call.
• Develop and execute the customer support service delivery strategy in alignment with ITIL 4, ISO/IEC 20000-1, and the program's Service Management Plan, ensuring documented processes for Incident, Problem, Request, and Change Management are followed and continuously improved.
• Enforce the Customer-Confirmed Ticket Closure process across all tiers and resolver groups, and lead Proactive Problem Management, After-Action Reviews, and Root Cause Analyses for recurring and high-impact PL1/PL2 incidents.
• Serve as the primary contractor interface to Government leadership for customer…