Customer Support Manager (Tier II & III)

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.

Empower AI is seeking a Tier II / Deskside Lead to lead end-user computing operations for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users at headquarters, regional, field, and training locations across NIPRNet, SIPRNet, and JWICS enclaves. The Manager is accountable for Tier II desk-side and field support, Enterprise Endpoint Infrastructure Management (desktop engineering), enterprise printer management, and training center support, and works hand in hand with the Service Desk Manager, communications, cybersecurity, and asset management leads. The role blends operational leadership with engineering oversight: ensuring endpoints are secure, standardized, and highly automated while users experience fast, confirmed resolution of escalated issues. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

Lead and manage desktop support supervisors, field service technicians, endpoint engineers, and printer administrators across multiple sites, including staffing, hiring, clearance onboarding, performance management, professional development, and after-hours on-call coverage.

• Own performance for Tier II and specialized support, endpoint infrastructure management, and printer management against Performance Requirements Summary SLAs and AQLs, including PL1-PL4 resolution times, CAT I/II/III patch compliance, image compliance, and printer availability.

• Oversee the desktop engineering function: hardened STIG-compliant image management, automated patch and software deployment (MECM/SCCM), Group Policy configuration control, automated provisioning, and the evaluation and phased implementation of a Digital Twin capability for pre-production change testing.

• Direct enterprise printer lifecycle management including print server administration, proactive monitoring, consumables, STIG and firmware compliance, relocation, inventory, and vendor/DLA escalation.

• Plan and execute hardware refresh, deployment, and end-of-life programs in coordination with asset and lifecycle management, ensuring inventory accuracy, asset tagging, and disposition through DRMO as directed.

• Serve as the Tier III escalation authority for complex, enterprise-wide endpoint incidents and security events, and lead the desktop organization's participation in Change Management, Problem Management, After-Action Reviews, and Root Cause Analyses.

• Partner with the RMF and cybersecurity teams to provide vulnerability remediation, POA&M artifacts in eMASS, and compliance evidence for the endpoint environment, and ensure all endpoint management solutions meet RMF standards.

• Provide performance data, narrative inputs, and data-driven modernization recommendations (endpoint refresh, automation, GPO enhancements, tooling) for the Customer Support Metrics Dashboard, Monthly Customer Support Activity Report, CX Roadmap, and Digital Twin Evaluation and Implementation Plan, and brief Government stakeholders.

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).

• Must be a U.S. Citizen.

• Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.

• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.

• Must possess and maintain a current DoD 8570/8140 IAT Level II baseline certification (e.g., CompTIA Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security).

• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.

• Minimum of 10 years of experience in end-user computing, desktop engineering, or IT infrastructure operations, including at least 5 years managing supervisors and technical teams across multiple locations.

• Demonstrated experience managing enterprise endpoint environments of 10,000+ devices using MECM/SCCM or equivalent for imaging, patching, software deployment, and configuration management.

• Strong working knowledge of Windows 10/11, Active Directory and Group Policy, VDI, printer fleet management, disk encryption, and DISA STIG compliance for endpoints.

• Experience managing to SLAs, AQLs, and KPIs in a performance-based contract and preparing performance reports and briefings for Government leadership.

• Experience with ITIL/ITSM processes (Incident, Problem, Change, Request) and an enterprise ITSM platform such as ServiceNow.

• Experience supporting RMF activities for endpoint environments, including vulnerability remediation and POA&M management.

• Experience planning and executing large hardware refresh or deployment projects.

• Excellent leadership, communication, and stakeholder management skills.

DESIRED SKILLS:

• ITIL 4 Foundation or Managing Professional; PMP; Microsoft 365 Certified: Endpoint Administrator Associate or Administrator Expert; CompTIA CASP+ or CISSP.

• Experience supporting Department of War (DoW), DoD, or Intelligence Community environments across NIPRNet, SIPRNet, and JWICS enclaves.

• Experience evaluating or implementing Digital Twin, lab, or pre-production environments for change validation.

• Experience with eMASS, ACAS/Nessus, and STIG Viewer/SCAP tools.

• Experience with Power BI dashboards for operational and executive reporting.

• Experience managing transition-in of a large end-user computing support contract.

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.