As a Customer Support Lead, you will manage multi-tier service desk operations for the contract supporting approximately 13,000 personnel.

You will oversee daily Tier I, II, and III service desk performance across First Call Resolution (FCR), Customer Satisfaction (CSAT), queue management, and hands-on technical team leadership. You will lead service desk operations spanning primary site and field sites, applying ITIL/ITSM and Scaled Agile Framework (SAFe) methodologies to drive consistent service performance outcomes.

Highlights of Responsibilities:

• Lead daily Tier I, II, and III service desk operations supporting approximately 13,000 personnel.
• Manage hands-on technical teams executing service desk and customer support functions across the enterprise.
• Implement and manage IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across the service desk operation.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Drive First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA) performance against contractual Acceptable Quality Levels (AQLs).
• Lead queue management and routing optimization across multiple service desk tiers and channels (phone, ticketing, walk-up, self-service).
• Coordinate service desk surge response under PWS Task 16; manage cross-tier escalation and resource reallocation.
• Engage with Senior Government Executive customers on service desk performance and improvement initiatives.
• Maintain DoD 8570/8140 IAT Level III certification currency.
• Support program-level reporting on service desk metrics including monthly Customer Support Activity Reports.

Requirements:

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• DoD 8570/8140 IAT Level III certification.
• Expert-level experience implementing and managing IT Service Delivery using ITIL/ITSM and/or SAFe methodologies across an enterprise.
• Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Team-oriented and skilled in working within a collaborative environment.

Education and Experience:

Required Education/Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field. Minimum ten (10) years of recent experience managing large, complex IT infrastructure and service delivery projects of similar size, scope, and complexity. Minimum ten (10) years of experience serving as a Program Manager in a DoD or IC environment overseeing multiple IT service areas. Experience supporting a DoD or IC customer is a plus.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.