Description

Empower AI is seeking a Knowledge Center Lead to lead the external-facing Tier 0 / Tier I Knowledge Center (KC) that supports the industry partners and external users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users do not have access to internal systems, so the KC operates publicly accessible channels (dedicated toll-free phone, support email, public web form, and an AI-powered public chatbot), creates tickets on users' behalf, and runs an email-based Customer-Confirmed Ticket Closure process. The Lead owns KC performance against SLAs and XLAs, manages KC supervisors, escalation coordinators, and knowledge analysts, and ensures seamless, documented escalation between the KC and application resolver groups. 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:

• Lead the external Knowledge Center: manage KC Shift Supervisors, Escalation Coordinators, Tier I KC agents, and the KC Tier 0/Knowledge Analyst; own staffing, scheduling across 6:00 a.m. to 8:00 p.m. ET core hours, performance, and professional development.
• Own KC performance against PRS SLAs and XLAs (Tier 0 deflection, First Contact Resolution, PL1-PL4 resolution, CSAT, CES) for external users, and lead the email-based Customer-Confirmed Ticket Closure process and three-business-day auto-closure.
• Establish and maintain documented processes for the public support channels (toll-free phone, support email, public web form, public chatbot), manual ticket creation on behalf of external users, and escalation to and from application resolver groups.
• Analyze external incident drivers by application and lead KC inputs to the Quarterly XLA Performance Report, CX Roadmap, and Problem Resolution Action Plans; assess support impact of application changes and flag scope changes requiring contract modification.
• 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.

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 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.