Service Desk Operations Lead (Shift)

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

Job summary

Empower AI seeks a Service Desk Shift Supervisor to lead the Tier 0/1 IT Service Desk and Knowledge Center supporting a Department of War agency with ~13,000 internal users and thousands of external partners. The role combines people management, coaching, and quality assurance under a Senior Service Desk Manager.

This is an onsite role in Quantico, VA (RKB) with up to 10% travel involved. The incumbent will oversee scheduling, performance, and ticket closure processes while maintaining SLAs and

Qualifications

• Bachelor's degree and 10+ years of related experience; Master's with 8 years substituted or 4 extra years in lieu of degree.
• U.S. Citizenship required; active Secret clearance to start; TS/SCI eligibility may be required.
• Must maintain DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+, Network+, Security+).
• Strong ability to work independently, analyze problems, and exercise independent judgment.

Responsibilities

• Supervise Tier I service desk and Knowledge Center analysts across core and extended hours.
• Monitor real-time performance against SLAs/XLAs; ensure First Contact Resolution and deflection goals.
• Enforce Customer-Confirmed Ticket Closure and QA standards across tickets.
• Lead response to critical incidents and coordinate with other resolver groups.
• Analyze trends and drive proactive problem management and knowledge base improvements.
• Support recruiting, onboarding, and shift handovers for analysts.

Skills

Enterprise IT Service Desk

Team Leadership

SLA/XLAs/KPIs

ServiceNow / ITSM

Power BI / Dashboards

DoD/War environment experience

Education

Bachelor's degree

Tools

ServiceNow

Power BI

Job description

Empower AI seeks a Service Desk Shift Supervisor to lead the Tier 0/1 IT Service Desk and Knowledge Center supporting a Department of War agency with ~13,000 internal users and thousands of external partners. The role combines people management, coaching, and quality assurance under a Senior Service Desk Manager.

This is an onsite role in Quantico, VA (RKB) with up to 10% travel involved. The incumbent will oversee scheduling, performance, and ticket closure processes while maintaining SLAs and