[Hiring] Virtual Service Desk Shift Lead @Empower AI

Role Description

DIGIT is seeking a Virtual Service Desk Shift Lead to manage and enhance the IT service desk operations, ensuring timely resolution of technical issues, and maintaining a positive and customer-centric service culture. Your IT service management expertise, leadership, and problem-solving skills will be critical in delivering outstanding support to our clients and scaling our team as we grow. The successful candidate will help lead a team of support professionals, drive continuous improvement, and contribute to the overall success of our IT Services.

This position shall perform the following (to include but not limited to) activities:

• Manage the performance of the Virtual Service Desk assigned shift
• Ensure Service Level Agreement (SLA) requirements are met
• Plan, direct, and/or coordinate IT systems support activities, programs, and projects
• Apply analytic techniques in the evaluation of program/project objectives
• Analyze requirements, status, personnel resources, and schedules
• Track Virtual Service Desk status and performance of Key Performance Indicators
• Assist in report creation for upper management regarding statuses of incident and request performance
• Leads and directs the work of others
• Collaborates with other leads inside of the End User Services Portfolio, other DIGIT portfolio leads and government counterparts in support of GSA IT end user services
• Escalates issues to leads, federal counterparts, vendors and third-party entities, as necessary and directed by the Government
• Oversees queue management and escalation management to ensure that we follow standard operating procedure for related incidents
• Supports the maintenance of knowledge database to help improve and create better efficiencies with technical support
• Support GSA IT special projects when applicable
• Other duties as assigned

Qualifications

• Public Trust Clearance by start date
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire
• Possesses and applies expertise on multiple complex work assignments
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable
• Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming
• Proven ability to work independently in a full and/or partial remote environment with limited supervision
• Possess the ability to communicate in both oral and written forms
• Maintain standard working hours per the DIGIT contract
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments

Requirements

• Ability to create and manage Service Now reports and queries
• Elevated understanding of ServiceNow reporting, dashboard, and knowledge document creation
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow
• Must be willing to work a variety of shifts, including holidays as scheduled
• 4-7 years of experience and an associates degree or equivalent
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset

Physical Requirements

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing
• Appear on camera for meetings with co-workers and government partners via video chat
• Viewing computer screens and sitting for long periods of time
• Travel is not required

Company Description

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. Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs.