[Hiring] Knowledge Center Deputy Lead @Empower AI

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 (during absences) 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.
• Is the 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: scheduling and coverage across 6:00 a.m. to 8:00 p.m. ET, coaching, quality reviews of calls, emails, and manually created tickets, and performance management.
• Own real-time shift performance for the KC (contact handling, First Contact Resolution, PL1-PL4 SLA adherence, CSAT/CES) and take corrective action to protect service levels for external users.
• Enforce the email-based Customer-Confirmed Ticket Closure process, accurate capture of external user information and issue details, and documented escalation procedures to application resolver groups.
• Analyze shift-level trends by application and contribute to knowledge content, Tier 0 chatbot improvements, and Problem Management for external-user issues.
• Supervise a team of Tier I service desk and Knowledge Center analysts across core hours (6:00 a.m. to 8:00 p.m. ET) and extended-hours shifts, including scheduling, coverage planning, attendance, performance management, coaching, and professional development.
• Own real-time and daily operational performance: monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence, and take corrective action to keep open tickets exceeding resolution SLA within the acceptable quality level.
• Enforce the Customer-Confirmed Ticket Closure process and ticket documentation standards through a structured quality assurance program, including ticket audits, call and chat reviews, and calibrated feedback.
• Lead the service desk's response to PL1/PL2 critical incidents, including communications, situational awareness alerts, and coordination with Tier II, endpoint, communications, and application 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 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 (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, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day 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, ticket aging, CSAT, and Customer Effort Score.
• Expert knowledge of an enterprise ITSM platform (e.g., ServiceNow) including reporting, dashboards, and queue management.
• Experience running quality assurance programs, coaching analysts, and managing performance and attendance.
• Experience supervising multi-shift or extended-hours operations and coordinating on-call coverage.
• Strong analytical skills and experience preparing operational performance reports and briefings for leadership and customers.
• 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 and working across NIPRNet, SIPRNet, and JWICS enclaves.
• Experience deploying or operating AI-enabled Tier 0 capabilities (chatbots, Virtual Agent, automated password reset) and measuring ticket deflection.
• Experience supporting external customer help desks and publicly accessible support channels (toll-free phone, email, web form).
• Experience with Power BI or similar dashboard tools for performance reporting.
• Familiarity with ISO/IEC 20000-1 service management systems.

Company Description

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.