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.

Responsibilities:

• The Service Desk Manager provides daily supervision and direction to staff who are responsible for service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract.
• These personnel serve as the first point of contact for troubleshooting hardware/software PC and printer problems.

Requirements:

• Bachelor's degree or equivalent experience.
• At least 5 years’ experience managing an IT help/service desk.
• Strong demonstrated leadership abilities.
• Experience research and developing employee training and performance improvement plans.
• Strong working knowledge of desktop and laptop hardware and peripherals
• Strong knowledge of Windows 10, and OSX operating systems and common office applications.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.
• COMPTIA A+ certification
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification.

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.