Queue Manager

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 Queue Manager / Dispatcher to manage the flow of work through an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users. Where analysts resolve tickets, the Coordinator makes the operational decisions that determine which tickets reach which resolver groups and when: analyzing volume, priority, skills, location, and capacity to route and rebalance work;

evaluating SLA risk and deciding when to intervene or elevate; coordinating PL1/PL2 critical incident response; and designing schedules, coverage plans, routing rules, and dispatch procedures. The role is the operational hub connecting the service desk, endpoint, field, communications, and application teams, and a primary source of the operational data behind the Customer Support Metrics Dashboard. 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:

• Analyze incoming incident and request volume, priority, skill requirements, location, and resolver group capacity to determine assignment and routing decisions across Tier I, Tier II, field service, communications, and application teams, and reassign work as conditions change.
• Evaluate ticket aging against PL1-PL4 response and resolution SLAs, determine which at-risk tickets require intervention, direct follow-up with resolver groups, and decide when to elevate to supervisors to protect the acceptable quality level.
• Assess compliance with the Customer-Confirmed Ticket Closure workflow across resolver groups, identify process breakdowns, and determine corrective routing or reassignment for reopened and stalled tickets.
• Coordinate the response to PL1/PL2 critical incidents: determine which technical resources are needed, initiate communications and After-Hours Emergency On-Call procedures, maintain the incident timeline, and recommend when a Critical Incident declaration should be requested from the Government.
• Develop shift schedules, on-call rosters, and coverage plans for core and extended-hours operations by analyzing forecasted contact volume, staffing levels, and skill mix, and recommend adjustments to supervisors.
• Plan and prioritize desk-side visits, field dispatches, printer and mobile device service, and training center support, balancing user impact, geography, travel approvals, and technician availability.
• Analyze daily and weekly operational data on volume, backlog, SLA performance, and escalation trends; identify emerging problems; and prepare reports and recommendations for the Customer Support Metrics Dashboard and Monthly Customer Support…