Remote Service Desk Manager

OverviewEmpower 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.Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of.Jobs.This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.ResponsibilitiesThe Remote Service Desk Manager will manage the performance of Level 1 services and support to customers.Theya re responsible for ensuring they meet or exceed customer expectations.They esure staff is meeting performance goals and that standards and processes are followed.POSITION RESPONSIBILITIES :Oversee 100% of the requests, incidents and problemsManage and coordinate urgent and complicated support issuesAct as escalation point for all requests and incidentsDevelop and mature phone / ticket escalation processes to ensure free flowing escalation and information within the organizationDetermine root cause of issues and communicate appropriately to internal and external customersTrain and coach service desk specialists (Level 1) before being assigned to their duties.Oversee staff activitiesIdentify team leads for three sections including Tier 1, Incident Management and Problem Management.Verify sufficient employee coverage and provide backup supportCommunicate status / issues with customersDevelop strategies for improvementMonitor and manage phone queue (participating in escalated calls as needed)Oversee Knowledge Management repository and ensure top quality solutions are available to the staffDevelop an effective and workable framework for managing and improving customer IT support in the organizationAdvise management on situations that may require additional client support or escalation;Review customer satisfaction survey feedback from end users to improve services, tools and support experienceThe SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables.QualificationsPOSITION REQUIREMENTS :Extensive experience with ServiceNow and RemedyPossesses and applies a comprehensive knowledge across key tasks and high impact assignments.Plans and leads major technology assignments.Evaluates performance results and recommends major changes affecting short-term project growth and success.Functions as a technical expert across multiple project assignments.May supervise othersSecret clearanceBachelor's degree or higher required4-9 years experience in an IT Service Desk EnvironmentHelp Desk Institute (HDI) or Service Desk Institiute (HSi) certificationITIL certificationSecret clearancePHYSICAL REQUIREMENTS :This position requires the ability to perform the below essential functions :Sitting for long periodsStanding for long periods. Experience: 8 years required