Service Desk/advanced Technical Support Team Lead - Remote Eligible

Advanced Technical Support Lead

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.

Responsibilities

DIGIT is seeking an Advanced Technical Support Lead to manage and enhance the IT service desk operations, ensuring timely resolution of technical issues, and maintaining a positive and customer-centric service culture. Your IT service management expertise, leadership, and problem-solving skills will be critical in delivering outstanding support to our clients and scaling our team as we grow. The successful candidate will lead a team of support professionals, drive continuous improvement, and contribute to the overall success of our IT Services. As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA's IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency's shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

This position shall perform the following (to include but not limited to) activities:

• Oversees 6 subordinates with technical backgrounds in support of DIGIT 1.5 service desk mid tier team know as ATS
• Responsible for the management of operations of the Advanced Technical Support team
• Analyzes new and complex problems and creates innovative solutions that normally involve the technology, methodology, tools, and solution components.
• Sets deadlines, assigns responsibilities, and monitors and summarizes Advanced Technical Support performance
• Prepares reports for upper management regarding statuses of incident and request performance
• Leads and directs the work of others
• Collaborates with other leads inside of the End User Services Portfolio, other DIGIT portfolio leads and government counterparts in support of GSA IT end user services.
• Escalates issues to leads, federal counterparts, vendors and third-party entities, as necessary and directed by the Government.
• Oversees queue management and escalation management to ensure that we follow standard operating procedure for related incidents
• Supports the maintenance of knowledge database to help improve and create better efficiencies with technical support
• Provides annual feedback, performs disciplinary tasks and overall management of subordinates in support of DIGIT

Qualifications

This following are REQUIRED for this position:

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Applies fundamental concepts, processes, practices, and procedures on technical assignments.
• Performs work that requires practical experience and training.
• Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

The following are the education and experience required for this position:

• 4-7 years of experience and an associate's degree or equivalent.
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to do the following:

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company's expectation of information security.
• Viewing computer screens and sitting for long periods of time.
• Travel is not required

About Empower AI

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.