Knowledge Center Shift Supervisor - Hybrid IT Service Lead

Empower AI; United States; Hybrid; USD 79,000 - 123,000; Full time

Job summary

Empower AI, a government-focused AI company, seeks a Knowledge Center Shift Supervisor for a hybrid role in Quantico, VA with remote eligibility and up to 10% travel. You will lead Tier I agents, manage SLAs and XLAs, and coach staff for quality and performance.

You will ensure accurate ticket handling, closures, and escalation to Tier II and resolver groups while maintaining strong analytical reporting for leadership and customers.

Qualifications

• Must be a U.S. Citizen.
• Active Secret Clearance to start; TS/SCI eligibility after start if required.
• Must be within investigation scope or enrolled in Continuous Evaluation/Vetting.
• DoD 8570/8140 IAT Level I baseline certification prior to cybersecurity duties.

Responsibilities

• Supervise a shift of Tier I Knowledge Center agents across 6:00 a.m. to 8:00 p.m. ET; schedule and coverage.
• Own real-time shift performance for SLAs/XLAs and take corrective action.
• Enforce ticket closure processes and ensure proper documentation and escalation paths.
• Analyze shift-level trends; contribute to knowledge content and chatbot improvements.
• Lead multi-shift coverage, attendance, and performance management.
• Coordinate incidents with Tier II, endpoint, communications, and application resolver groups.

Skills

Independent work

Problem analysis

Judgment and decision making

SLA/XLAs/KPIs management

Communication skills

Team supervision

Multi-shift supervision

Education

Bachelor's degree

Master's degree substitution or equivalent

DoD 8570/8140 IAT Level I certification

Tools

ServiceNow

Power BI

Job description

Empower AI, a government-focused AI company, seeks a Knowledge Center Shift Supervisor for a hybrid role in Quantico, VA with remote eligibility and up to 10% travel. You will lead Tier I agents, manage SLAs and XLAs, and coach staff for quality and performance.

You will ensure accurate ticket handling, closures, and escalation to Tier II and resolver groups while maintaining strong analytical reporting for leadership and customers.