Senior Government IT Service Desk Lead

Empower AI; Quantico (VA); On-site; USD 147,000 - 228,000; Full time

Job summary

Empower AI is hiring a Customer Support Lead to manage the Defense Counterintelligence and Security Agency service desk for ~13,000 personnel across primary and field sites. You will apply ITIL/ITSM and SAFe, lead technical teams, and drive performance against FCR and CSAT targets.

The role requires a TS clearance with SCI eligibility, PMP, and DoD 8570 IAT III certification, plus strong customer service and leadership skills in a government IT environment.

Qualifications

• Requires TOP SECRET clearance with SCI eligibility.
• Active PMP certification.
• DoD 8570/8140 IAT Level III certification.
• Expert-level experience implementing and managing IT service delivery using ITIL/ITSM and SAFe.

Responsibilities

• Lead and manage multi-tier service desk operations for the DCSA CSS contract serving ~13,000 personnel.
• Oversee Tier I–III performance: FCR, CSAT, queue management, and hands-on team leadership.
• Apply ITIL/ITSM and SAFe to drive delivery and outcomes.
• Ensure staff compliance with ITIL 4 and ISO 20000-1:2018 standards.

Skills

Top Secret clearance

PMP

IAT Level III

ITIL/ITSM

SAFe

Team leadership

Customer service

Analytical thinking

Communication skills

Task prioritization

Education

Bachelor’s degree in Computer Science / IT

Job description

Empower AI is hiring a Customer Support Lead to manage the Defense Counterintelligence and Security Agency service desk for ~13,000 personnel across primary and field sites. You will apply ITIL/ITSM and SAFe, lead technical teams, and drive performance against FCR and CSAT targets.

The role requires a TS clearance with SCI eligibility, PMP, and DoD 8570 IAT III certification, plus strong customer service and leadership skills in a government IT environment.