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Service Desk Queue Manager with Security Clearance at Empower AI Inc.

Service Desk Queue Manager with Security Clearance

Empower AI Inc. Arlington, VA (On Site) Full-Time
Overview 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 2022 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 Empower AI: As a Queue Manager, you will have a critical operational role within the Joint Service Provider Service Delivery Program. The primary function is to continuously review and balance tickets in Service Delivery queues, ensuring that tickets are properly formatted and contain necessary information. SLA (Service Level Agreement) management is also a prime function to ensure ticket compliancy and that the client has a great customer service experience. Highlights of Responsibilities: * Manage the queues for tickets and emails within the teams to ensure process adherence of ITIL best practice and SLAs. * Assess each new ticket for completeness/accuracy of information, determine priority and the appropriate resource it should be assigned to. * Ensure team member's ticket workloads are evenly balanced, where possible. * Manage aged tickets by escalating or reassigning to other resources. * Assist in proactive problem management process designed to identify recurring incidents. * Participate in Quality Assurance Reviews of select tickets. * Work closely with all Supervisors to ensure SLA's are being adhered to. * Other Quality Assurance duties as assigned. Qualifications Requirements: * Clearance Required: US Department of Defense (DOD) issued Secret clearance * Strong customer service orientation & time management skills. * Proven analytical and problem-solving abilities. * Ability to manage queues effectively to ensure balance and maintain continuity. * Good written, oral, and interpersonal communication skills. * Proficiency in using OneNote and Remedy Applications * Ability to present ideas in business-friendly and user-friendly language. * Highly self-motivated and directed with keen attention to detail. * Team-oriented and skilled in working within a collaborative environment. Required Education and Experience: * Required Experience: 2-7 years of experience * Required Education: Bachelor Degree or equivalent * ITILv3 Foundation minimum certification preferred. Physical Requirements: This position requires the ability to perform the below essential functions: * Sitting for long periods * Standing for long periods * Ambulate throughout an office About Empower AI It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations . Empower AI is a VEVRAA Federal Contra ctor.

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