Description

Empower AI is seeking a Customer Support Technical Lead to serve as the Deputy Customer Support Lead for an enterprise IT Customer Support Technical Services program supporting a Department of War agency with approximately 13,000 users at headquarters, regional, field, and training locations. This is a designated Key Personnel position accountable to ensure the entire workforce is equipped with reliable, secure, and effective end-user technology and support. The Manager provides unified leadership over Service Desk operations (Tiers 0 through II), the external Knowledge Center, Desktop Engineering and field support, lifecycle management of end-user hardware and software, and the physical communications infrastructure including printer, mobile, and telecom equipment. Success is measured by consistent achievement of all Performance Requirements, high customer satisfaction, and continuous improvement of service delivery across the enterprise. 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:

• 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 dispersed organization of supervisors, analysts, technicians, and engineers; manage staffing, scheduling, hiring, clearance onboarding, performance, and professional development; and ensure continuity of coverage including after-hours emergency on-call.
• Develop and execute the customer support service delivery strategy in alignment with ITIL 4, ISO/IEC 20000-1, and the program's Service Management Plan, ensuring documented processes for Incident, Problem, Request, and Change Management are followed and continuously improved.
• Enforce the Customer-Confirmed Ticket Closure process across all tiers and resolver groups, and lead Proactive Problem Management, After-Action Reviews, and Root Cause Analyses for recurring and high-impact PL1/PL2 incidents.
• Serve as the primary contractor interface to Government leadership for customer support performance, risks, and progress; deliver inputs to the Monthly Customer Support Activity Report, Quarterly XLA Performance Report, CX Roadmap, and Customer Support Metrics Dashboard; and participate in governance meetings and Program Management Reviews.
• Champion customer experience improvement by translating survey feedback, user research, and operational data into initiatives on the CX Roadmap, including automation, AI-enabled self-service, and Tier I enablement.
• Ensure all support activities comply with DoD and agency cybersecurity requirements (DISA STIGs, patching, secure configuration) and coordinate with the Risk Management, RMF, and endpoint engineering teams on vulnerability remediation and audit readiness.

REQUIREMENTS:

• Bachelor's degree and a minimum of 12 years of related experience (a Master's degree with 10 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level III baseline certification (e.g., CASP+ CE, CISSP or Associate, CCNP Security, GCED, or GCIH).
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• A bachelor's degree in computer science, information technology, or a related field.
• A minimum of ten (10) years of recent experience managing large, complex IT infrastructure and service delivery projects of similar size, scope, and complexity.
• A minimum of ten (10) years of experience serving as a Program Manager in a Department of War (DoW) or Intelligence Community (IC) environment, overseeing multiple IT service areas.
• Proven, expert-level experience implementing and managing IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across an enterprise.
• Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
• Experience utilizing ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• An active Project Management Institute (PMI) Project Management Professional (PMP) or equivalent certification.
• Must be available between 8:00 a.m. and 5:00 p.m. ET, Monday through Friday, except Federal holidays.
• Excellent executive communication, briefing, and stakeholder management skills.

DESIRED SKILLS:

• ITIL 4 Managing Professional or Practice Manager certification; HDI Support Center Director certification.
• Experience leading service desks handling 1,000+ contacts per day and supporting 10,000+ users across NIPRNet, SIPRNet, and JWICS enclaves.
• Experience implementing AI-enabled Tier 0 capabilities (ServiceNow Virtual Agent, AI Ops) and measuring ticket deflection and XLAs.
• Experience with ServiceNow and Power BI dashboards as the authoritative source for contract performance metrics.
• Experience with performance-based contracts, Performance Requirements Summaries, QASPs, and incentive/disincentive frameworks.
• Experience managing transition-in of a large IT support contract within a 60-day window.