[Hiring] Virtual Service Desk Lead @Empower AI

Role Description

DIGIT is seeking a Virtual Service Desk Lead to plan, direct, or coordinate activities in fields such as electronic data processing, information technology systems, IT systems analysis, and computer data programming. The role requires expertise on multiple complex work assignments, operating with appreciable latitude in developing methodology and presenting solutions to problems. Responsibilities include:

• Manage the performance of the Virtual Service Desk team, including performance reviews, establishing goals and objectives, prioritizing work, and hiring, training, and counseling.
• 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, budget, personnel resources, and schedules.
• Track program/project status and schedules.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
• Identify opportunities and recommend improvements and best practices to leadership.
• 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.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Ability to communicate effectively in both oral and written forms with all levels of staff and clients.
• Maintain standard working hours per the DIGIT contract and be available for meetings and collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments.

Requirements

• 8-12 years of experience and a bachelor's degree.
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.

Company Description

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, reflecting the company’s commitment to hiring and supporting active-duty and veteran employees.