Service Desk 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 a Service Desk Shift Supervisor to lead the daily operations of a Tier 0/Tier I IT Service Desk and external Knowledge Center supporting a Department of War agency with approximately 13,000 internal users and thousands of external industry partners. The Supervisor directly manages service desk analysts across core and extended-hours shifts, owns real-time performance against SLAs and XLAs, drives First Contact Resolution and Tier 0 deflection, and ensures every ticket follows the Customer-Confirmed Ticket Closure process.

This is a hands‑on leadership role that combines people management, performance coaching, quality assurance, and continuous improvement, and it reports to the Senior Service Desk Manager. 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:

• Supervise a team of Tier I service desk 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 incident and request trends, escalation drivers, and customer feedback (CSAT, CES) to identify improvement opportunities, and lead the team's contributions to Proactive Problem Management, After-Action Reviews, and Root Cause Analyses.
• Partner with Knowledge Management to prioritize knowledge article and Virtual Agent content development that increases Tier 0 deflection and Tier I resolution, and ensure analysts contribute knowledge consistently.
• Prepare Tier 0/I and Knowledge Center performance data and narrative inputs for the Customer Support Metrics Dashboard, Monthly Customer Support Activity Report, and Quarterly XLA Performance Report, and brief the Service Desk Manager and Government stakeholders as required.
• Maintain standard operating procedures, onboarding and training programs, and shift…