Onsite Service Desk Shift Supervisor – Tier 0/1, Quantico

Empower AI; United States; On-site; USD 72,000 - 112,000; Full time

Job summary

Empower AI seeks a Service Desk Shift Supervisor to lead a Tier 0/ Tier I IT Service Desk and Knowledge Center for a DoD-related agency with ~13,000 internal users.

You will manage analysts across shifts, enforce ticket closure, and drive performance against SLAs and XLAs while ensuring knowledge articles and self-service improvements. This is an on-site role in Quantico, VA with travel up to 10%.

Qualifications

• Bachelor's degree and 10 years of related experience (MA with 8 years or 4 additional years may substitute).
• U.S. Citizen required; DoD 8570/8140 IAT Level I baseline certification.
• Active Secret Clearance to start; TS/SCI eligibility may be needed.
• Experience leading enterprise IT service desks and 8+ analysts.
• Expert knowledge of ITSM platforms and reporting.

Responsibilities

• Supervise Tier I analysts across core and extended hours with scheduling and development.
• Monitor real-time performance: tickets, SLA adherence, First Contact Resolution, deflection.
• Enforce the Customer-Confirmed Ticket Closure process and QA standards.
• Lead incident response for PL1/PL2, coordinating with resolver groups.
• Analyze trends to identify improvements; contribute to Problem Management.

Skills

Leadership

SLA/XLAs management

Incident management

Customer communications

Independent problem solving

Education

Bachelor's degree

Tools

ServiceNow

Power BI

Job description

Empower AI seeks a Service Desk Shift Supervisor to lead a Tier 0/ Tier I IT Service Desk and Knowledge Center for a DoD-related agency with ~13,000 internal users.

You will manage analysts across shifts, enforce ticket closure, and drive performance against SLAs and XLAs while ensuring knowledge articles and self-service improvements. This is an on-site role in Quantico, VA with travel up to 10%.