[Hiring] Knowledge Center Deputy Lead @Empower AI Inc.

Role Description

Empower AI is seeking a Knowledge Center Deputy Lead to supervise shifts of Tier I Knowledge Center agents supporting the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). This position will act as the Lead as needed and will manage real-time shift performance against SLAs and XLAs.

• Responsible to the KC Lead for the planning, training, stakeholder communications, and integration of all customer Tier 0/1 under the Knowledge Center.
• Manages and plans for Enterprise-level KC support changes to customer applications.
• Continuous liaison of the KC for Tier II/III providers to ensure constant communications and issue resolution.
• Assists the KC Lead in the supervision of shifts of Tier I Knowledge Center agents supporting external users.
• Own real-time shift performance for the KC (contact handling, First Contact Resolution, PL1-PL4 SLA adherence, CSAT/CES).
• Enforce the email-based Customer-Confirmed Ticket Closure process and documented escalation procedures.
• Analyze shift-level trends by application and contribute to knowledge content and Problem Management for external-user issues.
• Supervise a team of Tier I service desk and Knowledge Center analysts across core hours and extended-hours shifts.
• Own real-time and daily operational performance: monitor contact volumes, queue health, ticket aging, and take corrective action.
• Lead the service desk's response to PL1/PL2 critical incidents, including communications and coordination with resolver groups.

Qualifications

• Bachelor's degree and a minimum of 3 years of related experience (a Master's degree with 2 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• 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 possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, and exercise discretion with limited supervision.
• Minimum of 8 years of experience in enterprise IT service desk or end-user support, including at least 3 years supervising or leading a service desk team of 8 or more analysts.
• Demonstrated experience managing to SLAs, XLAs, and KPIs such as First Contact Resolution, average speed to answer, and ticket aging.
• Expert knowledge of an enterprise ITSM platform (e.g., ServiceNow) including reporting and queue management.
• Experience running quality assurance programs and managing performance and attendance.
• Strong analytical skills and experience preparing operational performance reports for leadership.
• Excellent written, verbal, and interpersonal communication skills.

Requirements

• HDI Support Center Manager, ITIL 4 Foundation or Practitioner, or equivalent service management certification.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments.
• Experience deploying or operating AI-enabled Tier 0 capabilities (chatbots, Virtual Agent).
• Experience supporting external customer help desks and publicly accessible support channels.
• Experience with Power BI or similar dashboard tools for performance reporting.
• Familiarity with ISO/IEC 20000-1 service management systems.

Benefits

• Pay Band Min: USD $72,160.00/Yr.
• Pay Band Max: USD $111,700.00/Yr.