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

Role Description

Empower AI is seeking a Knowledge Center Team Lead to supervise a team of Tier I Knowledge Center (KC) agents supporting external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS).

• 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.
• Own real-time and daily operational performance, including monitoring contact volumes, queue health, ticket aging, and SLA adherence.
• Enforce the Customer-Confirmed Ticket Closure process and ticket documentation standards through a structured quality assurance program.
• Lead the service desk's response to PL1/PL2 critical incidents, including communications and coordination with resolver groups.
• Analyze escalated external-user tickets to determine the correct application resolver group and manage seamless handoffs.
• Track escalated tickets against resolution SLAs and manage external-user communication.
• Serve as the KC's senior technical resource for complex application issues.
• Analyze escalation drivers and contribute to Problem Resolution Action Plans and the CX Roadmap.
• Own team-level queue management decisions and direct actions to protect SLAs.
• Design and administer the Tier I quality assurance review process.
• Lead analysis of Tier 0/I trend and escalation data to identify recurring problems.

Qualifications

• Bachelor's degree and a minimum of 3 years of related experience (or a Master's degree with 1 year of related experience).
• 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.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification.
• Minimum of 5 years of progressive experience in enterprise IT service desk or help desk support.
• Expert troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory, and common enterprise applications.
• Extensive experience with an enterprise ITSM platform (e.g., ServiceNow).
• Excellent written and verbal communication skills.

Requirements

• Demonstrated ability to work independently and analyze problems.
• Experience improving First Contact Resolution, SLA adherence, and customer satisfaction.
• Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule.
• Willingness to work extended-hours shifts if assigned to the extended-hours team.

Benefits

• Competitive salary range: USD $65,600.00/Yr. to USD $101,540.00/Yr.