CUSTOMER SUPPORT SUPERVISOR

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.

Description

Empower AI is seeking a Customer Support Supervisor to assist the Customer Support Manager (Tier II & III) lead the daily operations of Tier II desk-side, field, printer, and training center support teams for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users at headquarters, regional, field, and training locations. The Supervisor directly manages desktop and field service technicians, owns Tier II and III performance against SLAs and AQLs, coordinates dispatch and on-site coverage across sites, and ensures every resolution is secure, documented, and confirmed by the customer. This hands-on leadership role reports to the Senior Desktop Support Manager and partners closely with the Service Desk, endpoint engineering, communications, and asset management teams. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB); FT. MEADE, MD WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Supervise desktop support and field service technicians across multiple sites, including scheduling, on-site coverage and dispatch, on-call rotations, attendance, performance management, coaching, and professional development.
• Own Tier II and III operational performance: monitor escalated ticket queues, aging, and PL1-PL4 resolution SLAs and AQLs; rebalance workload; and take corrective action to protect service levels and customer experience.
• Enforce the Customer-Confirmed Ticket Closure process and documentation standards through ticket audits and quality reviews, and drive down reopen rates and repeat incidents.
• Coordinate on-site support for PL1/PL2 critical incidents, executive and VIP needs, training center and classroom readiness, and printer and multi-function device service, including vendor escalation and pre-approved travel.
• Plan and oversee hardware refresh and workstation deployment activities in coordination with endpoint engineering and asset management, ensuring STIG-compliant images, encryption, asset tagging, and inventory accuracy.
• Analyze escalation trends and recurring problems, lead the team's inputs to Proactive Problem Management, After-Action Reviews, and Root Cause Analyses, and prioritize knowledge articles and Tier I enablement recommendations.
• Prepare Tier II, printer, and training center performance data and narrative inputs for the Customer Support Metrics Dashboard, Monthly Customer Support Activity Report, and Quarterly XLA Performance Report.
• Maintain desktop support standard operating procedures, onboarding and training programs, and safety and equipment-handling practices; support recruiting, interviewing, and clearance onboarding of technicians.

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance (favorably adjudicated T5/T5R) to start; this is a Privileged User position.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 10 years of experience in desktop, field, or Tier II end-user support, including at least 3 years supervising or leading a technician team across multiple locations.
• Demonstrated experience managing to SLAs, AQLs, and KPIs for escalated ticket resolution, customer satisfaction, and asset accuracy.
• Expert knowledge of an enterprise ITSM platform (e.g., ServiceNow) including dispatch, assignment groups, reporting, and dashboards.
• Strong technical knowledge of Windows endpoints, imaging and endpoint management tools (MECM/SCCM, Intune), printers/MFDs, Active Directory, Group Policy, and network connectivity sufficient to guide technicians and vet resolutions.
• Experience running quality assurance programs, coaching technicians, and managing performance and attendance.
• Experience planning and executing hardware refresh or deployment projects.
• Excellent written, verbal, and interpersonal communication skills.

DESIRED SKILLS:

• HDI Desktop Support Manager, ITIL 4 Foundation or Practitioner, or CompTIA Security+ CE certification.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments and working across NIPRNet, SIPRNet, and JWICS enclaves.
• Experience supervising geographically dispersed field technicians and coordinating pre-approved travel.
• Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
• Experience with enterprise printer fleet management software and vendor/DLA service coordination.
• Experience with Power BI or similar dashboard tools for performance reporting.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.