Service Desk Lead

Empower AI; Washington (District of Columbia); On-site; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Lead, where you will play a pivotal role in providing exceptional IT support services to the United States Mint. This position offers an exciting opportunity to lead a team in enhancing communication processes and improving service response times. With a focus on innovative solutions, you will ensure that all end-user needs are met while adhering to best practices. Empower AI is committed to fostering a diverse and inclusive workplace, making this role not just a job but a chance to contribute to meaningful transformation in government services. If you're ready to make a difference, this is the role for you.

Qualifications

• 15+ years of experience in data center services and managing Service Desk operations.
• Certifications in Project Management and ITIL preferred for this role.

Responsibilities

• Provide centralized support for IT-related queries and issues.
• Manage end-user support requirements and improve service response times.

Skills

Project Management PMP

Agile PM

HDI-CSR

Microsoft 365: Modern Desktop Administrator Associate

ITIL 4+ Foundation Certification

Data Center Services Experience

Service Desk Operations Management

Customer Communication

Education

CompTIA A+

Tools

ServiceNow

Job description

Service Desk Lead

Job ID: 2024-7942

Job Locations: US-DC-WASHINGTON

Category: Program / Project Management

Type: Regular Full-Time

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

As a Service Desk Lead for Empower AI, Inc., you will be responsible for providing centralized information and support management services to handle the United States Mint's queries and operational problems about IT-related processes, policies, systems, and use. Services include hardware and software support, logging problems, dispatching service technicians or parts, training coordination, and other IT-related issues. You will serve as a critical component in fulfilling our mission of providing excellent services to our client. Your experience ensures an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services required to support the United States Mint. In assuming this position, you will be a critical contributor to meeting Empower AI, Inc.'s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:

• Improve ITD communication processes (e.g., keeping customers informed on the status of their request)
• Offer support through multiple service-level channels
• Shorten service response-time levels (e.g., improve IT Service Management [ITSM] workflows)
• Manage all end-user support requirements
• Adopt relevant best practices
• Implement self-help services
• End-to-end tracking
• Improve asset management practices and support
• Increase "first contact" resolution rate
• Reduce unresolved calls after seven days and/or service level requirements
• Provide Service Desk Services that meet end-user needs and United States Mint business requirements

Qualifications

Requirements:

• Project Management PMP / Agile PM
• HDI-CSR, or Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification
• Must obtain CompTIA A+ within six (6) months of onboarding
• Minimum 15 years data center services experience
• Experience meeting and exceeding Service Desk SLAs
• Experience in managing Service Desk Operations - day-to-day operations
• Ability to keep sensitive and confidential material private

Preferred Education and Experience:

• Experience leading a team responsible for addressing tickets in ServiceNow preferred

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.