Remote Knowledge Center Team Lead | DoD IT Support

Empower AI Inc.; United States; Remote; USD 66.000 - 102.000; Vollzeit

Zusammenfassung

Empower AI in the United States seeks a Knowledge Center Team Lead to supervise Tier I agents supporting DoD mission applications. You will manage real-time performance against SLAs, coach analysts, and ensure proper ticket closure and escalations.

This remote, salaried role requires US citizenship and an active security clearance. You will coordinate with resolver groups and act as senior technical resource across DISS, NISS, NBIS, and related systems.

Qualifikationen

• Bachelor's degree and 7 total years in education/experience; substitutions allowed per policy.
• U.S. Citizenship required.
• Active Secret Clearance to start (T3/T3R).
• Willing to obtain TS/SCI eligibility if required.
• DoD 8570/8140 IAT Level I baseline certification required.
• Minimum 5 years of progressive enterprise IT service desk experience.
• Expert troubleshooting across Windows, M365, AD, network connectivity, VPN, printers, and mobile devices.
• Experience with an enterprise ITSM platform (ServiceNow) and ticket/knowledge management.
• Proven impact on First Contact Resolution, SLA adherence, and customer satisfaction.

Aufgaben

• Supervise Tier I service desk and KC analysts across core and extended hours.
• Monitor real-time metrics: volumes, queue health, aging, and SLA adherence; take corrective actions.
• Enforce ticket closure and QA standards with audits and coaching.
• Lead incident response for PL1/PL2, coordinating with resolver groups.
• Analyze escalated tickets to assign correct resolver groups and ensure proper handoffs.
• Track escalations against SLAs and maintain external-user communications.
• Serve as senior technical resource for complex application issues (DISS, NISS, NBIS).
• Analyze escalation drivers and contribute to knowledge and process improvements.
• Act as decision-maker within Tier I for root cause and escalation strategy.

Kenntnisse

Leadership

Communication

Problem solving

Mentoring

Independent judgment

Coaching

Ausbildung

Bachelor's degree

DoD 8570/8140 IAT Level I

Tools

ServiceNow

Active Directory

Microsoft 365

Windows 10/11

VPN

Jobbeschreibung

Empower AI in the United States seeks a Knowledge Center Team Lead to supervise Tier I agents supporting DoD mission applications. You will manage real-time performance against SLAs, coach analysts, and ensure proper ticket closure and escalations.

This remote, salaried role requires US citizenship and an active security clearance. You will coordinate with resolver groups and act as senior technical resource across DISS, NISS, NBIS, and related systems.