Empower AI is seeking an Extended Hours Shift Lead to lead the standalone extended-hours IT Service Desk operation (weeknights 8:01 p.m. to 5:59 a.m. ET and weekends) for a Department of War agency with approximately 13,000 users. Extended hours differ from core operations only in coverage: every workflow, SLA, XLA, customer experience standard, and the Customer-Confirmed Ticket Closure process apply equally overnight and on weekends. The Shift Lead directly supervises a remote team of Tier I agents, owns real-time performance and queue health during the shift, leads the overnight response to PL1/PL2 critical incidents and After-Hours Emergency On-Call notifications, and ensures a clean handover to the core-hours team each morning. 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 A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Supervise the remote extended-hours Tier I agent team across weeknight and weekend shifts, including scheduling, coverage, attendance, coaching, performance management, and shift handover to and from core-hours supervisors.
• Own real-time queue health, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence during extended hours, and take corrective action when metrics trend toward thresholds.
• Lead extended-hours response to PL1/PL2 critical incidents: initiate After-Hours Emergency On-Call notifications to the appropriate technical teams, coordinate communications and situational awareness alerts, and maintain the incident timeline for morning handover.
• Ensure extended-hours multi-channel coverage (live agent plus Virtual Agent chatbot) and identify overnight contact patterns that can be deflected to Tier 0 or require knowledge content.
• Supervise a team of Tier I service desk and Knowledge Center 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.

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 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 Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• 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 I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• 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.
• Minimum of 10 years of experience in enterprise IT service desk or end-user support, including at least 3 years supervising or leading a service desk team of 8 or more analysts.
• Demonstrated experience managing to SLAs, XLAs, and KPIs such as First Contact Resolution, average speed to answer, ticket aging, CSAT, and Customer Effort Score.
• Expert knowledge of an enterprise ITSM platform (e.g., ServiceNow) including reporting, dashboards, and queue management.
• Experience running quality assurance programs, coaching analysts, and managing performance and attendance.
• Experience supervising multi-shift or extended-hours operations and coordinating on-call coverage.
• Strong analytical skills and experience preparing operational performance reports and briefings for leadership and customers.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work a fixed or rotating extended-hours schedule (weeknights 8:01 p.m. to 5:59 a.m. ET and/or weekends), including Federal holidays.

DESIRED SKILLS:

• • HDI Support Center Manager, ITIL 4 Foundation or Practitioner, or equivalent service management certification.
  • Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments and working across NIPRNet, SIPRNet, and JWICS enclaves.
  • Experience deploying or operating AI-enabled Tier 0 capabilities (chatbots, Virtual Agent, automated password reset) and measuring ticket deflection.
  • Experience supporting external customer help desks and publicly accessible support channels (toll-free phone, email, web form).
  • Experience with Power BI or similar dashboard tools for performance reporting.
  • Familiarity with ISO/IEC 20000-1 service management systems.