Queue Manager

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.

Description

Empower AI is seeking a Queue Manager / Dispatcher to manage the flow of work through an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users. Where analysts resolve tickets, the Coordinator makes the operational decisions that determine which tickets reach which resolver groups and when: analyzing volume, priority, skills, location, and capacity to route and rebalance work; evaluating SLA risk and deciding when to intervene or escalate; coordinating PL1/PL2 critical incident response; and designing schedules, coverage plans, routing rules, and dispatch procedures. The role is the operational hub connecting the service desk, endpoint, field, communications, and application teams, and a primary source of the operational data behind the Customer Support Metrics Dashboard. 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:

Analyze incoming incident and request volume, priority, skill requirements, location, and resolver group capacity to determine assignment and routing decisions across Tier I, Tier II, field service, communications, and application teams, and reassign work as conditions change.
• Evaluate ticket aging against PL1-PL4 response and resolution SLAs, determine which at-risk tickets require intervention, direct follow-up with resolver groups, and decide when to escalate to supervisors to protect the acceptable quality level.
• Assess compliance with the Customer-Confirmed Ticket Closure workflow across resolver groups, identify process breakdowns, and determine corrective routing or reassignment for reopened and stalled tickets.
• Coordinate the response to PL1/PL2 critical incidents: determine which technical resources are needed, initiate communications and After-Hours Emergency On-Call procedures, maintain the incident timeline, and recommend when a Critical Incident declaration should be requested from the Government.
• Develop shift schedules, on-call rosters, and coverage plans for core and extended-hours operations by analyzing forecasted contact volume, staffing levels, and skill mix, and recommend adjustments to supervisors.
• Plan and prioritize desk-side visits, field dispatches, printer and mobile device service, and training center support, balancing user impact, geography, travel approvals, and technician availability.
• Analyze daily and weekly operational data on volume, backlog, SLA performance, and escalation trends; identify emerging problems; and prepare reports and recommendations for the Customer Support Metrics Dashboard and Monthly Customer Support Activity Report.
• Design and maintain resolver group definitions, routing rules, assignment group membership, and dispatch procedures, and recommend workflow and automation improvements to the Service Desk Supervisor and ITSM platform team.

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• 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 I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• 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 3 years of experience in an IT service desk, dispatch, service coordination, or IT operations support role.
• Hands-on experience with an enterprise ITSM platform (e.g., ServiceNow), including queue management, assignment groups, and reporting.
• Strong understanding of incident, request, and escalation management processes and SLA-driven operations.
• Demonstrated organizational skills and the ability to track and prioritize many concurrent items accurately under time pressure.
• Experience preparing operational reports and communicating status to technical teams, supervisors, and customers.
• Excellent written and verbal communication and interpersonal skills; ability to work effectively with geographically dispersed teams.

DESIRED SKILLS:

• ITIL 4 Foundation or HDI Support Center Team Lead certification.
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Experience coordinating major incident response and communications.
• Familiarity with workforce scheduling and contact center forecasting tools.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Familiarity with Power BI or similar dashboard tools for operational reporting.

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.