Teams 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.