Knowledge Center Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $65.6k - $101.5k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• Supervise Tier I service desk and Knowledge Center analysts across core hours and extended-hours shifts • Handle scheduling, coverage planning, attendance, performance management, coaching, and professional development • Monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence • Take corrective action to maintain acceptable quality levels and resolution performance • Enforce Customer-Confirmed Ticket Closure and ticket documentation standards through ticket audits, call reviews, chat reviews, and calibrated feedback • Lead service desk responses to PL1/PL2 critical incidents, including communications, situational awareness alerts, and resolver-group coordination • Analyze escalated external-user tickets, determine resolver groups, required information, and priority levels, and manage documented handoffs • Track escalated tickets against PL1-PL4 resolution SLAs and manage external-user communications through ticket closure • Serve as the senior technical resource for complex DISS, NISS, NBIS, and other application issues • Analyze escalation drivers and recommend knowledge articles, chatbot content, and process changes • Contribute to Problem Resolution Action Plans and the CX Roadmap • Make senior Tier I technical decisions regarding root cause, business impact, resolution strategy, priority, and escalation • Rebalance analyst workloads to protect SLAs, First Contact Resolution targets, and quality levels • Design and administer the Tier I quality assurance review process and determine coaching and corrective actions • Prepare After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans with recommended permanent solutions

🎯 Requirements

• Bachelor's degree and a minimum of 3 years of related experience; alternatively, a Master's degree with 1 year of related experience or an additional 4 years of related experience in lieu of a degree • 7 total years of education/experience required • Must be a U.S. Citizen • Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start • Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs • Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting • Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification prior to performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP • Demonstrated ability to work independently, analyze problems, determine appropriate action, and exercise discretion and independent judgment • Minimum of 5 years of progressive experience in enterprise IT service desk, help desk, or end-user support, including experience as a lead or senior analyst • Expert troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory, network connectivity, VPN, printers, mobile devices, and common enterprise applications • Extensive experience with an enterprise ITSM platform, such as ServiceNow, including reporting, knowledge management, and queue management • Demonstrated experience improving First Contact Resolution, SLA adherence, and customer satisfaction through process, knowledge, and coaching initiatives • Experience performing ticket quality reviews, mentoring analysts, and delivering training • Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule and willingness to work extended-hours shifts if assigned • Excellent written and verbal communication skills, including ability to brief supervisors and Government stakeholders • Desired: HDI Support Center Team Lead, HDI Desktop Support Technician, or ITIL 4 Foundation / Practitioner certification • Desired: Experience using ServiceNow or comparable enterprise ITSM platform • Desired: Experience across NIPRNet, SIPRNet, and JWICS and with classified system handling procedures • Desired: Familiarity with CSAT, Customer Effort Score, and XLAs • Desired: Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments • Desired: Experience with AI-enabled service desk capabilities and Tier 0 deflection measurement • Desired: Experience contributing to Problem Management, Root Cause Analysis, and continuous improvement programs

🏖️ Benefits

• Military-friendly employer recognition and commitment to hiring and supporting active-duty and veteran employees • Professional development • Salaried, FLSA-exempt position • Up to 10% travel involved