Service Desk Lead — ITSM for Government, Multi-Shift

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

Job summary

Empower AI is seeking a Service Desk Lead to oversee a Tier 0/Tier I support operation for a Department of War contract, based remotely in the US. Lead a multi-shift team, ensure adherence to SLAs/XLAs, and drive First Contact Resolution with a strong focus on quality and continuous improvement.

Responsibilities include incident management coordination and performance reporting. The role requires a minimum of 10 years in enterprise IT service desk, US citizenship, an active Secret clearance, and

Qualifications

• Bachelor's degree and 10+ years in enterprise IT service desk or end-user support.
• Active Secret Clearance required to start.
• Must obtain TS/SCI eligibility if required by mission needs.
• DoD 8570/8140 IAT Level I baseline cert required before cybersecurity duties.
• Experience with enterprise ITSM platforms (e.g., ServiceNow) for reporting and queue management.
• Strong leadership and coaching capabilities across multi-shift teams.

Responsibilities

• Supervise Tier I service desk and Knowledge Center analysts across shifts.
• Monitor real-time performance against SLAs and XLAs; drive First Contact Resolution and deflection.
• Enforce ticket closure processes and quality assurance.
• Lead response to critical incidents and coordinate with resolver groups.
• Analyze trends and drive proactive problem management and post-incident reviews.
• Collaborate with Knowledge Management to increase Tier 0 deflection and Tier I resolution.
• Prepare performance data and briefing materials for leadership and stakeholders.
• Support onboarding, training, and shift handover practices.

Skills

U.S. Citizenship

Active Secret Clearance

TS/SCI eligibility

DoD 8570/8140 IAT Level I

Service Desk Leadership

SLAs & KPIs

Problem Management

Customer communications

Incident response coordination

Education

Bachelor's degree

Master's degree (preferred)

Tools

ServiceNow

Power BI

Reporting dashboards

Job description

Empower AI is seeking a Service Desk Lead to oversee a Tier 0/Tier I support operation for a Department of War contract, based remotely in the US. Lead a multi-shift team, ensure adherence to SLAs/XLAs, and drive First Contact Resolution with a strong focus on quality and continuous improvement.

Responsibilities include incident management coordination and performance reporting. The role requires a minimum of 10 years in enterprise IT service desk, US citizenship, an active Secret clearance, and