Senior Knowledge Center Escalation Lead (Hybrid/Remote)

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

Benefits offered by this job

Hybrid work model

Remote work eligibility

Travel up to 10%

Job summary

Empower AI is seeking a Knowledge Center Escalation Coordinator to manage handoffs between the external Knowledge Center and internal resolver groups for mission applications. You will own escalation handling, prioritization, and customer communication through email-based closure, acting as the KC's senior technical resource on complex issues.

Hybrid role based in Quantico, VA with remote eligibility and up to 10% travel.

Qualifications

• Bachelor's degree and 10+ years of related experience; substitutions allowed.
• U.S. Citizenship required.
• Active Secret Clearance (T3/T3R) to start.
• Willing to obtain TS/SCI eligibility if required.
• Investigation scope and Continuous Evaluation in progress.
• DoD 8570/8140 IAT Level I baseline certification required before cybersecurity duties.
• Ability to work independently, exercise discretion with limited supervision.
• 10+ years in progressive enterprise IT service desk or end-user support, with lead/senior experience.
• Expert troubleshooting: Windows 10/11, M365, AD, network, VPN, printers, mobile devices, and enterprise apps.
• Experience with ServiceNow: reporting, knowledge management, queue management.
• Proven track record improving FCR, SLA adherence, and customer satisfaction.
• Experience conducting ticket quality reviews and mentoring analysts.

Responsibilities

• Analyze escalated external-user tickets and assign to correct resolver groups.
• Track tickets against PL1-PL4 SLAs and manage external-user communications.
• Serve as KC senior technical resource for complex issues (accounts, access, role, workflow, data).
• Analyze escalation drivers, recommend knowledge articles, and improve processes.
• Act as senior decision-maker across Tier I-III and related groups.
• Manage shift-level queue decisions to protect SLAs and FCR targets.
• Design and administer Tier I QA and coaching actions for analysts.
• Lead analysis of Tier 0/I trends and prepare After-Action Reviews and RCA.

Skills

Windows 10/11

Microsoft 365

Active Directory

Network connectivity

VPN

Printers & mobile devices

ServiceNow

Education

Bachelor's degree

Tools

ServiceNow

Job description

Empower AI is seeking a Knowledge Center Escalation Coordinator to manage handoffs between the external Knowledge Center and internal resolver groups for mission applications. You will own escalation handling, prioritization, and customer communication through email-based closure, acting as the KC's senior technical resource on complex issues.

Hybrid role based in Quantico, VA with remote eligibility and up to 10% travel.