Service Desk Manager

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.

The Service Desk Manager will manage the performance of Level 1 services and support to customers.  Theya re responsible for ensuring they meet or exceed customer expectations. They esure staff is meeting performance goals and that standards and processes are followed.

POSITION RESPONSIBILITIES:

• Oversee 100% of the requests, incidents and problems
• Manage and coordinate urgent and complicated support issues
• Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Determine root cause of issues and communicate appropriately to internal and external customers
• Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities
• Identify team leads for three sections including Tier 1, Incident Management and Problem Management.
• Verify sufficient employee coverage and provide backup support
• Communicate status/issues with customers
• Develop strategies for improvement
• Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledge Management repository and ensure top quality solutions are available to the staff
• Develop an effective and workable framework for managing and improving customer IT support in the organization
• Advise management on situations that may require additional client support or escalation;
• Review customer satisfaction survey feedback from end users to improve services, tools and support experience
• The SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables.

POSITION REQUIREMENTS:

• Possesses and applies a comprehensive knowledge
• across key tasks and high impact assignments.
• Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others
• Bachelor’s degree or higher required
• 4-9 years experience in an IT Service Desk Environment
• Help Desk Institute (HDI) or Service Desk Institiute (HSi) certificate

PHYSICAL REQUIREMENTS:

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

• Sitting for long periods
• Standing for long periods

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.