Customer Support Lead

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.

As a Customer Support Lead, you will manage multi-tier service desk operations for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract supporting approximately 13,000 DCSA personnel.

You will oversee daily Tier I, II, and III service desk performance across First Call Resolution (FCR), Customer Satisfaction (CSAT), queue management, and hands-on technical team leadership. You will lead service desk operations spanning DCSA’s primary site at Russell Knox Building and field sites, applying ITIL/ITSM and Scaled Agile Framework (SAFe) methodologies to drive consistent service performance outcomes.

Highlights of Responsibilities:

• Lead daily Tier I, II, and III service desk operations supporting approximately 13,000 DCSA personnel.
• Manage hands-on technical teams executing service desk and customer support functions across the DCSA enterprise.
• Implement and manage IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across the service desk operation.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Drive First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA) performance against contractual Acceptable Quality Levels (AQLs).
• Lead queue management and routing optimization across multiple service desk tiers and channels (phone, ticketing, walk-up, self-service).
• Coordinate service desk surge response under PWS Task 16; manage cross-tier escalation and resource reallocation.
• Engage with Senior Government Executive customers on service desk performance and improvement initiatives.
• Maintain DoD 8570/8140 IAT Level III certification currency.
• Support program-level reporting on service desk metrics including monthly Customer Support Activity Reports.

Requirements:

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• DoD 8570/8140 IAT Level III certification.
• Expert-level experience implementing and managing IT Service Delivery using ITIL/ITSM and/or SAFe methodologies across an enterprise.
• Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Team-oriented and skilled in working within a collaborative environment.

Education and Experience:

Required Education/Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field. Minimum ten (10) years of recent experience managing large, complex IT infrastructure and service delivery projects of similar size, scope, and complexity. Minimum ten (10) years of experience serving as a Program Manager in a DoD or IC environment overseeing multiple IT service areas. Experience supporting a DoD or IC customer is a plus.

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

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.