Service Desk Lead - Empower AI Inc.

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. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

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.

 As a Service Desk Lead for Empower AI, Inc., you will be responsible for providing centralized information and support management services to handle the United States Mint’s queries and operational problems about IT-related processes, policies, systems and use. Services include hardware and software support, logging of problems, dispatch of service technicians or parts, training coordination and other IT-related issues. You will serve as a critical component in fulfilling our mission of providing excellent services to our client. Your experience ensures an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services required to support the United States Mint. In assuming this position, you will be a critical contributor to meeting Empower AI, Inc.’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities: 

• Improve ITD communication processes (e.g., keeping customers informed on the status of their request)
• Offer support through multiple service-level channels
• Shorten service response-time levels (e.g., improve IT Service Manage [ITSM] workflows)
• Manage of all end-user support requirements
• Adoption of relevant best practices
• Implement self-help services
• End-to-end tracking
• Improve asset management practices and improved support of asset management
• Increase "first contact" resolution rate
• Reduce and eliminate the number of calls unresolved after seven days and/or service level requirements
• Provide Service Desk Services that meet end-user needs and meet United States Mint business requirements

Requirements:

•  Project Management PMP / Agile PM
• HDI-CSR, or Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification
• Must obtain CompTIA A+ within six (6) months of onboarding
• Minimum 15 years data center services experience.
• Experience meeting and exceeding Service Desk SLAs
• Experience in managing Service Desk Operations – day to day operations.
• Ability to keep sensitive and confidential material private.

Preferred Education and Experience: 

• Experience leading a team responsible for addressing tickets in ServiceNow preferred.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.