CENTER 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 Lead to lead the external-facing Tier 0 / Tier I Knowledge Center (KC) that supports the industry partners and external users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users do not have access to internal systems, so the KC operates publicly accessible channels (dedicated toll-free phone, support email, public web form, and an AI-powered public chatbot), creates tickets on users' behalf, and runs an email-based Customer-Confirmed Ticket Closure process.

The Lead owns KC performance against SLAs and XLAs, manages KC supervisors, escalation coordinators, and knowledge analysts, and ensures seamless, documented escalation between the KC and application resolver groups. 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 the external Knowledge Center: manage KC Shift Supervisors, Escalation Coordinators, Tier I KC agents, and the KC Tier 0/Knowledge Analyst; own staffing, scheduling across 6:00 a.m. to 8:00 p.m. ET core hours, performance, and professional development.
• Own KC performance against PRS SLAs and XLAs (Tier 0 deflection, First Contact Resolution, PL1-PL4 resolution, CSAT, CES) for external users, and lead the email-based Customer-Confirmed Ticket Closure process and three-business-day auto-closure.
• Establish and maintain documented processes for the public support channels (toll-free phone, support email, public web form, public chatbot), manual ticket creation on behalf of external users, and escalation to and from application resolver groups.
• Analyze external incident drivers by application and lead KC inputs to the Quarterly XLA Performance Report, CX Roadmap, and Problem Resolution Action Plans; assess support impact of application changes and flag scope changes requiring contract modification.
• 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…