Customer Support Manager; Tier II & III

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.

Empower AI is seeking a Tier II / Deskside Lead to lead end-user computing operations for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users at headquarters, regional, field, and training locations across NIPRNet, SIPRNet, and JWICS enclaves. The Manager is accountable for Tier II desk-side and field support, Enterprise Endpoint Infrastructure Management (desktop engineering), enterprise printer management, and training center support, and works hand in hand with the Service Desk Manager, communications, cybersecurity, and asset management leads.

The role blends operational leadership with engineering oversight: ensuring endpoints are secure, standardized, and highly automated while users experience fast, confirmed resolution of escalated 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 AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Lead and manage desktop support supervisors, field service technicians, endpoint engineers, and printer administrators across multiple sites, including staffing, hiring, clearance onboarding, performance management, professional development, and after-hours on-call coverage.

• Own performance for Tier II and specialized support, endpoint infrastructure management, and printer management against Performance Requirements Summary SLAs and AQLs, including PL1-PL4 resolution times, CAT I/II/III patch compliance, image compliance, and printer availability.

• Oversee the desktop engineering function: hardened STIG-compliant image management, automated patch and software deployment (MECM/SCCM), Group Policy configuration control, automated provisioning, and the evaluation and phased implementation of a Digital Twin capability for pre-production change testing.

• Direct enterprise printer lifecycle management including print server administration, proactive monitoring, consumables, STIG and firmware compliance, relocation, inventory, and vendor/DLA escalation.

• Plan and execute hardware refresh, deployment, and end-of-life programs in coordination with asset and lifecycle management, ensuring inventory accuracy, asset tagging, and disposition through DRMO as directed.

• Serve as the Tier III escalation authority for complex, enterprise-wide endpoint incidents and security events, and lead the desktop organization's participation in Change Management, Problem Management, After-Action Reviews, and Root Cause Analyses.

• Partner with the RMF and cybersecurity teams to provide vulnerability remediation, POA&M artifacts in eMASS, and compliance evidence for the endpoint environment,…