Empower ai
Service Desk Manager
Job ID:
2024-7941
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible. Job Locations:
US-DC-WASHINGTON Category:
IT: Support / Technician Type:
Regular 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 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 As a
Service Desk Manager
for Empower AI, Inc., you will be responsible for providing centralized information and support management services to handle the United States Mint's queries and operational problems about IT-related processes, policies, systems, and use. Services include hardware and software support, logging problems, dispatching service technicians or parts, training coordination, and other IT-related issues. You will serve as a critical component in meeting our mission of providing excellent services to our client. Your experience ensures an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services to support the United States Mint. In assuming this position, you will be a key contributor to Empower AI, Inc.'s mission: To deliver innovative, cost-effective solutions and services that enable our customers to adapt rapidly to dynamic environments. Highlights of Responsibilities: Improve ITD communication processes (e.g., keep customers informed on the status of their requests) Offer support through multiple service-level channels Shorten service response times (e.g., improve IT Service Management workflows) Manage all end-user support requirements Adopt relevant best practices Implement self-help services Ensure end-to-end tracking Improve asset management practices and support Increase 'first contact' resolution rate Reduce unresolved calls after seven days or service level requirements Provide Service Desk Services that meet end-user needs and the United States Mint's business requirements Qualifications
Requirements: Bachelor's degree in Information Systems or a relevant IT field PMP Certification Agile Certification ITIL 4+ Foundation Certification Minimum 15 years of data center services experience Technical, project, and operations management of service desk operations and asset management Ability to maintain sensitive and confidential information privately Preferred Education and Experience: Experience managing a team responsible for addressing tickets in ServiceNow (preferred) Physical Requirements: Sitting for long periods Standing for long periods Ambulating throughout an office and between buildings Stoop, kneel, crouch, or crawl as required About Empower AI All hiring and promotion decisions are merit-based to bring the best talent to our firm. Empower AI does not discriminate based on age, color, sex, disability, national origin, race, religion, or veteran status. We are a VEVRAA Federal Contractor.
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Job ID:
2024-7941
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible. Job Locations:
US-DC-WASHINGTON Category:
IT: Support / Technician Type:
Regular 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 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 As a
Service Desk Manager
for Empower AI, Inc., you will be responsible for providing centralized information and support management services to handle the United States Mint's queries and operational problems about IT-related processes, policies, systems, and use. Services include hardware and software support, logging problems, dispatching service technicians or parts, training coordination, and other IT-related issues. You will serve as a critical component in meeting our mission of providing excellent services to our client. Your experience ensures an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services to support the United States Mint. In assuming this position, you will be a key contributor to Empower AI, Inc.'s mission: To deliver innovative, cost-effective solutions and services that enable our customers to adapt rapidly to dynamic environments. Highlights of Responsibilities: Improve ITD communication processes (e.g., keep customers informed on the status of their requests) Offer support through multiple service-level channels Shorten service response times (e.g., improve IT Service Management workflows) Manage all end-user support requirements Adopt relevant best practices Implement self-help services Ensure end-to-end tracking Improve asset management practices and support Increase 'first contact' resolution rate Reduce unresolved calls after seven days or service level requirements Provide Service Desk Services that meet end-user needs and the United States Mint's business requirements Qualifications
Requirements: Bachelor's degree in Information Systems or a relevant IT field PMP Certification Agile Certification ITIL 4+ Foundation Certification Minimum 15 years of data center services experience Technical, project, and operations management of service desk operations and asset management Ability to maintain sensitive and confidential information privately Preferred Education and Experience: Experience managing a team responsible for addressing tickets in ServiceNow (preferred) Physical Requirements: Sitting for long periods Standing for long periods Ambulating throughout an office and between buildings Stoop, kneel, crouch, or crawl as required About Empower AI All hiring and promotion decisions are merit-based to bring the best talent to our firm. Empower AI does not discriminate based on age, color, sex, disability, national origin, race, religion, or veteran status. We are a VEVRAA Federal Contractor.
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