Senior Service Desk Lead - Tier I & CX Focus (Remote)

NCI; United States; Remote; USD 83,000 - 128,000; Full time

Job summary

Empower AI is seeking a Service Desk Manager to lead the external-facing Tier 0 / Tier I Service Desk for a DoD-adjacent enterprise IT environment with ~13,000 users across multiple security enclaves. You will decide resolution strategy, own queue management, and drive First Contact Resolution and CSAT.

This salaried, exempt role requires TS/SCI, DoD 8570 IAT Level I, and a 10+ year track record in enterprise IT service desk operations. Remote work is available in the United States.

Qualifications

• Bachelor's degree and 10+ years of related IT service desk experience; DoD certifications preferred.
• U.S. Citizen with TS/SCI security clearance required.
• Current DoD 8570/8140 IAT Level I baseline certification required.
• Proven ability to lead Tier I support, manage queues, and improve first contact resolution.
• Strong experience with ServiceNow or comparable ITSM platform and cross-enclave support.

Responsibilities

• Serve as the senior decision-maker for Tier I incidents and requests across multiple security enclaves.
• Own shift-level queue management and ensure SLAs and escalation paths are followed.
• Design and implement QA processes, knowledge bases, and self-service content.
• Lead trend analyses, After-Action Reviews, and problem resolution plans.
• Develop onboarding and training for analysts and provide shift leadership in the supervisor's absence.
• Analyze performance data for dashboards and reports, driving service improvements.

Skills

Leadership

Analytical thinking

Communication

Independent judgment

Mentoring

Training delivery

Problem solving

Education

Bachelor's degree

DoD 8570/8140 IAT Level I

TS/SCI clearance

Tools

ServiceNow

Active Directory

VPN

Office 365

ITSM reporting

Job description

Empower AI is seeking a Service Desk Manager to lead the external-facing Tier 0 / Tier I Service Desk for a DoD-adjacent enterprise IT environment with ~13,000 users across multiple security enclaves. You will decide resolution strategy, own queue management, and drive First Contact Resolution and CSAT.

This salaried, exempt role requires TS/SCI, DoD 8570 IAT Level I, and a 10+ year track record in enterprise IT service desk operations. Remote work is available in the United States.