Service Desk Operations Manager with Security Clearance

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 . 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 the Service Desk Operations Manager, you will be a key member of the Empower AI team supporting the United States Army Reserve (USAR) Information Technology Services contract. The USAR plays a critical role in defending our nation, with the mission to provide trained, equipped, and ready Soldiers and cohesive units to meet the global requirements across the full spectrum of operations. The Army Reserve is a key element in the Army multicomponent unit force, training with Active and National Guard units to ensure all three components work as a fully integrated team. The United States Army Reserve Command (USARC) G6 owns and operates Army Reserve Network (ARNet) and Secure Army Reserve Network (SARNet) to provide continuous secure and nonsecure data, voice, and video transport, data center services, hosted applications, file services, collaboration tools, cybersecurity, remote access, continuity of operations, and end user customer service across the Army Reserve enterprise. These services are provided to 65,000 users with network accounts at approximately 700 locations, primarily in the continental United States with a few in Puerto Rico, Europe, Asia, and the Pacific region. Through the Information Technology Services contract, Empower AI will provide reliable secure network capabilities, enhanced operational effectiveness, and reduced capital and operations costs through operational consolidation. Empower AI will work collaboratively with current and future Army Reserve contractors, service providers, and vendor partners to focus on USAR''s success, and maintain continuous delivery and management of consistent data, voice, video, collaboration and data center services, application hosting, file storage and retrieval, cybersecurity compliance, and disaster recovery/continuity of operations and maintenance to Army Reserve facilities. Highlights of Responsibilities: * Provide operational management of the USARC service desk support. This includes responsibility for performance of service desk, tier 0/I/II support Services.* Manage the enterprise-wide customer service desk which will enter, acknowledge, track, and resolve individual and site requests, incidents, and problems including laptop computing, mobility devices, printers, peripheral devices, network and datacenter hardware and software, and COMSEC equipment.* Manage the telephonic and web access for customers to enter tickets.* Ensure that service is available 24x7x365, including during battle assembly weekends, contingencies, emergencies, and Command mission support operations.* Ensure all data recorded in tickets is clear and descriptive to facilitate ticket assignment, troubleshooting, and resolution.* Provide Tier 0 assistance. Establish and maintain a list of ''How To'' selections for an end user to resolve their own issue first.* Report metrics in a weekly scorecard.* Provide customer assistance and training on software and hardware operations.* Ensure the timely process through which problems are controlled, including problem recognition, research, isolation, resolution and follow-up steps.* Provide guidance/training for less experienced personnel.* Assign corrective action requirements.* Develop and manage training in accordance with established corrective priority categories.* Coordinate system trouble reports with database analysts, system and application programmers, and functional database managers.Ensure compliance with electronic and physical security procedures and standards. Qualifications Minimum Requirements: * Secret clearance or higher* Bachelor''s degree or higher* 10 - 15 years of experience* 7 years of IT Service Desk Operational Manager experience* Help Desk Institute (HDI) certification, director, manager or team lead certification* Information Assurance Certification: DoDI 8570 IAT II certification* Computing environment certification: Recent and relevant technical certification* Experience working in the defense industry Preferred Qualifications: * Completed intermediate Information Technology Information Library (ITIL) training* Experience supporting Army or Army Reserve Information Technology programs, USARC background preferred Physical Requirements: * Sitting for long periods* Standing for long periods* Ambulate throughout an office* Ambulate between several buildings* Stoop, kneel, crouch, or crawl as required* Travel by land or air transportation 25% or less 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.

Created: 2025-10-04