VIP Support Lead

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 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 Primary Duty – VIP Team Leadership, Technical Escalation Authority, and Independent Judgment Leads day-to-day VIP Support operations; customarily and regularly directs the work of assigned VIP Support Technicians (Senior and Mid-Level) across all five VIP mission areas; assigns priorities, monitors service delivery quality, and provides input on performance evaluations and personnel recommendations. Serves as the senior technical escalation authority above the VIP Support Technician (Senior) level; independently applies advanced systems analysis techniques and highly specialized knowledge to analyze and resolve the most complex VIP incidents that exceed Senior Technician scope. Oversees Level III Platinum wellness visit schedule execution; reviews daily VIP Wellness Visit Status Reports; independently determines and directs corrective actions on identified issues. Manages the VIP ticket queue; independently monitors ACD calls, incidents, and service request workflows to identify and address performance issues affecting VIP service delivery; escalates systemic issues to the VIP Support Manager. Coordinates VIP on-boarding and off-boarding IT activities, office moves (nine or fewer users), and configuration changes; ensures prior coordination with J6 Account Management for VIP account actions. Ensures adequate bench stock of configured and tested GFE for rapid VIP replacement; coordinates with asset management for DPAS accountability and DD Form 1150 submissions within three business days. Provides technical guidance and mentorship to mid-level and junior VIP Support technicians; identifies training needs; coordinates with the Knowledge Manager on WI and SOP currency. Monitors VIP system outages and immediately communicates to appropriate Government POCs using Government-provided tools; maintains constant communications until all services are restored. Coordinates with DISA HQ DEOS team for enterprise email and Office 365 VIP capabilities; supports platform and DoD technology pilot programs. Provides daily and weekly reports on outstanding VIP hot-topic issues to management; tracks and reports VIP metrics for the monthly IPR. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Section 6.2 task requirements, the candidate is responsible for: Leading day-to-day VIP Support operations, providing technical direction and oversight to VIP Support technicians across all five mission areas, ensuring service delivery IAW Government-approved service levels and J6 SOPs. Serving as senior technical escalation point for complex VIP incidents and service requests; coordinating with Tier III and infrastructure teams to resolve issues not resolvable at the VIP Support level. Overseeing Level III Platinum wellness visit schedule execution; reviewing daily VIP Wellness Visit Status Reports and ensuring corrective actions are taken on identified issues. Managing VIP ticket queue; monitoring ACD calls, incidents, and service request workflows to immediately identify and address performance issues affecting VIP service delivery. Coordinating VIP on-boarding and off-boarding IT activities, office moves (nine or fewer users), and configuration changes; ensuring prior coordination with J6 Account Management for VIP account actions. Ensuring adequate bench stock of configured and tested GFE for rapid VIP replacement; coordinating with asset management for DPAS accountability and DD Form 1150 submissions within three business days. Providing technical guidance and mentorship to mid-level and junior VIP Support technicians; identifying training needs and coordinating with the Knowledge Manager on WI and SOP currency. Monitoring VIP system outages and immediately communicating to appropriate Government POCs; maintaining constant communications until all services are restored. Coordinating with DISA HQ DEOS team for enterprise email and Office 365 VIP capabilities; supporting platform and DoD technology pilot programs. Providing daily and weekly reports on outstanding VIP hot-topic issues to management; tracking and reporting VIP metrics for the monthly IPR. Qualifications Requirements Active TS/SCI security clearance at time of award. Demonstrated ability to lead and direct the work of VIP Support technicians; customarily and regularly directing the work of two or more employees in a mission-critical VIP IT environment. Expert-level technical knowledge of enterprise VIP IT support, mobility device management, and TS/SCI classified network environments sufficient to serve as the technical escalation authority above the Senior Technician level. Proven capacity to independently exercise discretion and judgment on matters of operational and technical significance including team leadership, performance management, VIP ticket queue management, and senior escalation resolution. Exceptional customer service orientation with demonstrated experience managing support for Level III Platinum (O-9/O-10, SES, PAS) or equivalent senior executive end users. Proven analytical and problem-solving abilities at a team lead level. Good written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language. Ability to provide 24×7×365 on-call support on a rotational basis. Highly self-motivated and directed; capable of operating with significant autonomy. Strong attention to detail and rigorous documentation standards consistent with DoD compliance requirements. Team-oriented with demonstrated experience leading collaborative VIP technical teams. Education and Experience Required Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree. Required Experience: 9 or more years of progressively responsible professional experience in enterprise endpoint support, VIP IT support, or classified network administration, including demonstrated supervisory or technical lead experience directing the work of other employees. Prior experience supporting a DoD or J6 VIP customer environment is strongly preferred. Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician. Preferred Certifications: CompTIA A+, ITIL v4 Managing Professional, PMP. Physical Requirements The essential physical functions below are incidental to the primary duties of this position and are performed in furtherance of the responsibilities described herein: Ability to sit and stand for extended periods in a professional office or customer site environment. Ability to ambulate throughout office buildings and customer facilities. Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces. Ability to repeatedly lift and carry equipment up to 50 pounds. 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. #J-18808-Ljbffr Empower AI