Overnight IT Service Desk Lead — Remote/Hybrid

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

Benefits offered by this job

Remote work eligibility

Travel up to 10%

Job summary

Empower AI is seeking an Extended Hours Shift Lead to supervise the remote IT Service Desk for a DoD agency, covering nights and weekends with hybrid on-site/remote work in Quantico, VA (RKB) and up to 10% travel. The role oversees Tier I analysts, incident response, SLA adherence, and a structured QA program.

This salaried position requires a DoD background, 8570/8140 IAT Level I cert, and the ability to obtain TS/SCI if needed. Strong leadership and analytics are essential.

Qualifications

• Bachelor's degree and minimum 10 years of related experience.
• U.S. Citizenship and ability to obtain TS/SCI eligibility.
• Active DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+, Network+, Security+).
• Demonstrated ability to work independently, analyze problems, and exercise judgment with limited supervision.
• Minimum 10 years of enterprise IT service desk or end-user support experience, including 3+ years supervising a team of 8+ analysts.
• Experience managing SLAs, XLAs, KPIs (First Contact Resolution, average speed to answer, ticket aging, CSAT, Customer Effort Score).
• Experience supervising multi-shift or extended-hours operations and coordinating on-call coverage.

Responsibilities

• Supervise the remote extended-hours Tier I agent team across weeknights and weekends.
• Own real-time queue health, First Contact Resolution, Tier 0 deflection and SLA adherence during extended hours.
• Lead extended-hours response to PL1/PL2 incidents and on-call notifications; coordinate with technical teams.
• Ensure extended-hours multi-channel coverage (live agents and Virtual Agent).
• Oversee a team across core and extended-hours shifts with scheduling, attendance, and performance management.
• Monitor performance metrics and ensure tickets stay within resolution SLA; enforce ticket closure standards.

Tools

ServiceNow

Job description

Empower AI is seeking an Extended Hours Shift Lead to supervise the remote IT Service Desk for a DoD agency, covering nights and weekends with hybrid on-site/remote work in Quantico, VA (RKB) and up to 10% travel. The role oversees Tier I analysts, incident response, SLA adherence, and a structured QA program.

This salaried position requires a DoD background, 8570/8140 IAT Level I cert, and the ability to obtain TS/SCI if needed. Strong leadership and analytics are essential.