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SUMMARY

DIGIT is seeking a Virtual Service Desk  Shift Lead to manage and enhance the IT service desk operations, ensuring timely resolution of technical issues, and maintaining a positive and customer-centric service culture.  Your IT service management expertise, leadership, and problem-solving skills will be critical in delivering outstanding support to our clients and scaling our team as we grow.  The successful candidate will help lead a team of support professionals, drive continuous improvement, and contribute to the overall success of our IT Services.  

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.  The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA's IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency's shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

RESPONSIBILITIES

This position shall perform the following (to include but not limited to) activities:

- Manage the performance of the Virtual Service Desk assigned shift

- Ensure Service Level Agreement (SLA) requirements are met. 

- Plan, direct, and/or coordinate IT systems support activities, programs, and projects. 

- Apply analytic techniques in the evaluation of program/project objectives.

- Analyze requirements, status, personnel resources, and schedules.

- Track Virtual Service Desk status and performance of Key Performance Indicators.

- Assist in report creation for upper management regarding statuses of incident and request performance 

- Leads and directs the work of others 

- Collaborates with other leads inside of the End User Services Portfolio, other DIGIT portfolio leads and government counterparts in support of GSA IT end user services.

- Escalates issues to leads, federal counterparts, vendors and third-party entities, as necessary and directed by the Government.

- Oversees queue management and escalation management to ensure that we follow standard operating procedure for related incidents

- Supports the maintenance of knowledge database to help improve and create better efficiencies with technical support

-Support GSA IT special projects when applicable

-Other duties as assigned

CONTRACT REQUIRED QUALIFICATIONS

This following are REQUIRED for this position:

- Public Trust Clearance by start date.

- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.

- Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. 

- Operates with appreciable latitude in developing methodology and presenting solutions to problems. 

- Contributes to deliverables and performance metrics where applicable.

- Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming.

- Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.

- Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.

- Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.

- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

CONTRACT DESIRED QUALIFICATIONS

The following are DESIRED for this position:

- Ability to create and manage Service Now reports and queries to monitor ongoing problems, or measure level of effort with contract related items.

- Elevated understanding of ServiceNow reporting, dashboard, and knowledge document creation.

- Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.

- Must be willing to work a variety of shifts, including holidays as scheduled.

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

- 4-7  years of experience and an associates degree or equivalent.

- Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.

PHYSICAL REQUIREMENTSThe physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to do the following: 

- If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies. 

- Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard. 

- Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company's expectation of information security.

- Viewing computer screens and sitting for long periods of time. 

- Travel is not required. 

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.