Customer Support Supervisor

Position: CUSTOMER SUPPORT SUPERVISOR
Overview 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 .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.

Responsibilities This position will support our newly awarded DCSA contract.

Description Empower AI is seeking a Customer Support Supervisor to assist the Customer Support Manager (Tier II & III) lead the daily operations of Tier II desk-side, field, printer, and training center support teams 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. The Supervisor directly manages desktop and field service technicians, owns Tier II and III performance against SLAs and AQLs, coordinates dispatch and on-site coverage across sites, and ensures every resolution is secure, documented, and confirmed by the customer.

This hands-on leadership role reports to the Senior Desktop Support Manager and partners closely with the Service Desk, endpoint engineering, communications, and asset management teams. 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); FT. MEADE, MD WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

Supervise desktop support and field service technicians across multiple sites, including scheduling, on-site coverage and dispatch, on-call rotations, attendance, performance management, coaching, and professional development.

Own Tier II and III operational performance: monitor escalated ticket queues, aging, and PL1-PL4 resolution SLAs and AQLs; rebalance workload; and take corrective action to protect service levels and customer experience.

Enforce the Customer-Confirmed Ticket Closure process and documentation standards through ticket audits and quality reviews, and drive down reopen rates and repeat incidents.

Coordinate on-site support for PL1/PL2 critical incidents, executive and VIP needs, training center and classroom readiness, and printer and multi-function device service, including vendor escalation and pre-approved travel.

Plan and oversee hardware refresh and workstation deployment activities in coordination with endpoint engineering and asset management, ensuring STIG-compliant images, encryption, asset tagging, and inventory accuracy.

Analyze escalation trends and recurring problems, lead the team's inputs to Proactive Problem Management, After-Action Reviews, and Root Cause Analyses, and prioritize knowledge articles and Tier I enablement recommendations.

Prepare Tier II, printer, and training center performance data and narrative inputs for the Customer Support Metrics Dashboard, Monthly Customer Support Activity Report, and Quarterly XLA Performance Report.

Maintain desktop support standard operating procedures, onboarding and training programs, and safety…