Remote Knowledge Center Team Lead - Government IT Support

Empower AI; United States; Remote; USD 66,000 - 102,000; Full time

Job summary

Empower AI is seeking a Knowledge Center Team Lead to supervise Tier I KC agents supporting DoW mission applications. This remote, salaried role requires ownership of real-time performance, escalation handling, and customer‑facing closures.

You will coach analysts, ensure quality, and coordinate with internal resolver groups to drive incident resolution. The successful candidate has 5+ years in enterprise IT service desk leadership, strong ServiceNow expertise, and a commitment to secure

Qualifications

• Bachelor’s degree and a minimum of 3 years of related experience; 7 total years (education/experience) required.
• Experience leading Tier I service desk and KC teams in enterprise IT environments.
• Strong knowledge of ServiceNow including knowledge management, reporting, and queue management.

Responsibilities

• Supervise a team of Tier I service desk and Knowledge Center analysts across core hours.
• Own real-time and daily operational performance: monitor volumes, queue health, ticket aging, and SLA adherence.
• Enforce the Customer‑Confirmed Ticket Closure process and ticket documentation standards.
• Lead the service desk’s response to PL1/PL2 incidents and coordinate with resolver groups.
• Analyze escalated tickets to determine the correct resolver group and manage handoffs to maintain customer outcomes.
• Track escalated tickets against SLAs and drive follow-ups with resolver groups.
• Serve as the KC’s senior technical resource for complex application issues and recommend fixes.
• Analyze escalation drivers and contribute to CX Roadmap and Problem Resolution actions.

Skills

Team leadership

Troubleshooting

Enterprise ITSM

Customer service

Communication

Windows 10/11

Active Directory

Security clearance

Education

Bachelor's degree

Tools

ServiceNow

Job description

Empower AI is seeking a Knowledge Center Team Lead to supervise Tier I KC agents supporting DoW mission applications. This remote, salaried role requires ownership of real-time performance, escalation handling, and customer‑facing closures.

You will coach analysts, ensure quality, and coordinate with internal resolver groups to drive incident resolution. The successful candidate has 5+ years in enterprise IT service desk leadership, strong ServiceNow expertise, and a commitment to secure