Jobs at Empower AI

Leads enterprise customer-facing IT service delivery for approximately 13,000 users, overseeing service desk operations, knowledge management, desktop and field support, endpoint lifecycle management, and communications infrastructure. Owns SLA, XLA, KPI, customer satisfaction, and continuous improvement outcomes; manages geographically dispersed technical teams; ensures ITIL and ISO 20000-1 compliance; interfaces with government leadership; and coordinates cybersecurity, vulnerability remediation, and audit readiness.

Administer Active Directory, identity services, account lifecycles, privileged access, and authentication across secure government enclaves. Support ServiceNow automation for password resets and account unlocks, resolve Tier III incidents, automate IAM workflows with PowerShell, apply DISA STIGs, remediate vulnerabilities, support RMF evidence, and advance ICAM and Zero Trust initiatives. The role requires documentation, metrics reporting, change management participation, and after-hours maintenance support.

Designs, develops, tests, and maintains ServiceNow integrations and custom applications connecting ITSM with identity, endpoint management, monitoring, collaboration, MDM, survey, and analytics systems. Builds secure REST/SOAP integrations, workflows, service catalog functions, CMDB processes, and customer-confirmed ticket closure capabilities. Monitors integration health, supports RMF evidence, leads sprint development and demonstrations, assists UAT, documents technical designs, and secures stakeholder acceptance.

Creates and manages knowledge articles, technical procedures, chatbot content, and formal government IT program deliverables. Analyzes ticket, search, and feedback data to identify knowledge gaps, maintains templates and style guides, supports RMF and security documentation, and ensures accessibility, formatting, and CUI compliance. The role also manages review cycles, writes user communications, and supports knowledge management governance for an enterprise customer support program.

Owns Tier 0 self-service deflection performance for an enterprise IT service desk. Analyzes ticket, chatbot, and search data; designs and tunes ServiceNow Virtual Agent conversations, knowledge suggestions, and request flows; measures deflection and self-service success; supports Tier I troubleshooting; prioritizes incidents; resolves endpoint, Microsoft 365, access, network, printing, and mobile issues; reviews escalations and ticket quality; and coaches junior analysts.

Leads a team of AV/VTC engineers and technicians supporting enterprise unified communications and secure video teleconferencing across NIPRNet, SIPRNet, and JWICS. Engineers and administers Cisco and Poly VTC infrastructure, bridges, endpoints, conferencing platforms, and collaboration integrations. Resolves Tier II/III voice and video incidents, performs site surveys and installations, maintains service readiness, and manages STIG, ACAS, RMF, and ATO compliance. Requires active Top Secret clearance with SCI eligibility, DoD IAT Level II certification, and onsite work in Quantico with up to 10% travel.

Engineer and sustain classified collaboration platforms across SIPRNet and JWICS enclaves. Responsibilities include SharePoint and messaging administration, STIG-compliant configuration, Tier II/III troubleshooting, RMF evidence, endpoint infrastructure architecture, hardened image and provisioning pipelines, VDI integration, digital twin implementation, AI and automation initiatives, market research, and ROM development. The role also leads engineering teams, formal change management, and stakeholder communications in a highly secured DoD environment.

Administers Microsoft 365, SharePoint Online, Teams, and related collaboration tools for a federal agency environment. Maintains public-facing and internal web content, monitors platform health, provides Tier II/III support, manages security and governance settings, coordinates vendor escalations, develops knowledge materials, supports change management, and delivers user training. The hybrid Quantico, Virginia role requires an active Secret clearance, DoD baseline certification, and up to 10% travel.

Engineer, administer, and sustain enterprise VTC and unified communications infrastructure across NIPRNet, SIPRNet, and JWICS. Resolve Tier II/III voice and video incidents, analyze signaling and network behavior, maintain availability, lead site surveys and installations, and ensure STIG, ACAS, and RMF compliance. The role supports secure classified VTC, coordinates with network and facilities teams, participates in maintenance windows and on-call rotations, and requires onsite work in Quantico with up to 10% travel.

Owns the quality control program for a federal enterprise IT customer support contract. Develops and maintains the Quality Control Plan, audits service delivery against QASP, PRS, SLA, XLA, and AQL requirements, validates performance metrics, manages corrective and preventive actions, analyzes trends, and leads annual KPI reviews. Serves as the contractor liaison for Government surveillance, deficiency responses, and performance meetings while reporting quality trends and findings to program leadership.

Elicit and document IT capability requirements, analyze business processes, conduct gap and alternatives analyses, and prepare governance briefings for government stakeholders. Translate requirements into ServiceNow user stories and acceptance criteria, support Agile development, UAT, integrations, training materials, and requirements traceability. Track IT capability requests and provide status reporting while serving as the analytical bridge between customers and the development team.

Supervise geographically dispersed Tier II and III desktop and field support teams across multiple government sites. Manage staffing, dispatch, escalated ticket queues, SLAs, AQLs, quality reviews, customer-confirmed closures, incident response, hardware refreshes, workstation deployments, and asset accuracy. Lead problem management, root cause analysis, reporting, technician coaching, onboarding, performance management, and vendor coordination while ensuring secure, STIG-compliant resolutions and support for VIPs, training centers, printers, and critical incidents.

Leads the enterprise Knowledge Management program for a federal IT customer support organization. Develops KM strategy, governance, taxonomies, repositories, content lifecycle standards, quality processes, and chatbot knowledge content. Manages analysts and technical writers, drives knowledge sharing, and measures article usage, search success, ticket deflection, and first-contact resolution. Partners on service portals, virtual agents, CX roadmaps, automation, accessibility, compliance, and continuous improvement.

Engineer and maintain DISA STIG-compliant endpoint security baselines across government network enclaves. Analyze STIGs, vulnerabilities, and SCAP assessments; develop GPOs and MECM baselines; investigate deviations; coordinate remediation; maintain POA&Ms and evidence in eMASS; produce recurring compliance and vulnerability reports; and support RMF, risk acceptance, metrics, and change management activities.

Owns the enterprise ServiceNow ITSM architecture for a government environment, including platform standards, integrations, security, ATO alignment, AI-enabled support, CMDB, portals, dashboards, and digital twin capabilities. Reviews technical designs, leads proofs of concept and market research, develops roadmaps and solution alternatives, supports governance briefings, and provides senior technical leadership to multidisciplinary teams. The role is onsite in Quantico, Virginia, with up to 10% travel.

Manage enterprise IT service desk ticket flow, routing, queue capacity, SLA risk, escalations, critical incidents, schedules, field dispatches, and operational reporting. Maintain resolver groups, assignment rules, dispatch procedures, and workflow improvements while coordinating geographically dispersed technical teams. The role requires independent judgment, ITSM platform experience, and active Secret clearance, with potential TS/SCI eligibility.

Analyzes customer support, CX, survey, and operational data to produce reports, identify trends and gaps, and inform continuous-improvement roadmaps. Elicits and documents requirements, user stories, acceptance criteria, process maps, and alternatives analyses for IT and automation initiatives. Maintains CX roadmap and gap-analysis artifacts, prepares governance briefings, supports KPI reviews and UAT, and collaborates with technical, business, and government stakeholders.

Develops and maintains ServiceNow ITSM applications, workflows, integrations, Service Catalog, and CMDB capabilities. Leads sprint development, testing, demonstrations, UAT, stakeholder acceptance, secure coding, release documentation, and platform change processes. Implements customer-confirmed ticket closure workflows, supports Service Portal and analytics integrations, mentors developers and testers, and maintains technical standards. The hybrid Quantico role supports a government IT program and requires active Secret clearance, U.S. citizenship, and up to 10% travel.

Supports DoD Risk Management Framework activities by maintaining eMASS authorization packages, monitoring vulnerabilities and STIG compliance, managing POA&Ms, preparing audit evidence, supporting assessments, reviewing security-impacting changes, and driving system reaccreditation. The role collaborates with administrators and engineers to implement NIST security controls, maintains compliance documentation and reporting, and mentors technical staff on secure configurations and evidence collection.

Leads Tier II and Tier III enterprise endpoint support for approximately 13,000 government users across multiple locations and classified networks. Manages support supervisors, field technicians, endpoint engineers, and printer administrators; oversees endpoint imaging, patching, software deployment, Group Policy, printer lifecycle, hardware refreshes, escalations, SLAs, and compliance. Partners with cybersecurity and RMF teams on vulnerability remediation and POA&M evidence, manages ITSM processes, and provides operational reporting and modernization recommendations to government stakeholders.