Onsite DoD IT Support Supervisor (Quantico)

NCI; Quantico (VA); On-site; USD 134,000 - 207,000; Full time

Job summary

Empower AI is seeking a Customer Support Supervisor to lead Tier II and III desk-side and field support for a government IT program. You will supervise technicians across multiple sites, ensure SLA compliance, and coordinate with service desk, endpoint engineering, and asset management teams.

This role requires US citizenship and a Top Secret clearance pathway. Based in Quantico, VA with travel as needed, you will own performance metrics, drive knowledge articles, and maintain SOPs while

Qualifications

• Bachelor's degree plus 10+ years of related experience; advanced degree or additional years may substitute.
• U.S. Citizen; active TS/SCI eligibility may be required by mission needs.
• Experience with enterprise ITSM platforms (ServiceNow) and strong ticketing performance.
• Deep knowledge of Windows endpoints, imaging, and policy management; strong communication skills.

Responsibilities

• Supervise desktop and field service teams across sites, manage schedules, on-call rotations, and performance.
• Own Tier II/III operational performance, monitor queues, SLAs, AQLs, and resource balance.
• Enforce ticket closure and documentation standards; drive down reopen rates and repeats.
• Coordinate on-site support for critical incidents and VIP needs; manage vendor escalations.
• Plan hardware refresh and workstation deployments with imaging, encryption, asset tagging, and inventory.
• Analyze trends, lead problem management activities, and drive knowledge base improvements.
• Prepare performance data for dashboards and reports; support onboarding and training of technicians.

Skills

Team leadership

Problem solving

Communication

Independent judgment

Education

Bachelor's degree

Master's degree (preferred)

Tools

ServiceNow

MECM/SCCM

Intune

Active Directory

Job description

Empower AI is seeking a Customer Support Supervisor to lead Tier II and III desk-side and field support for a government IT program. You will supervise technicians across multiple sites, ensure SLA compliance, and coordinate with service desk, endpoint engineering, and asset management teams.

This role requires US citizenship and a Top Secret clearance pathway. Based in Quantico, VA with travel as needed, you will own performance metrics, drive knowledge articles, and maintain SOPs while