{"id":1743758,"url":"https://alion.io/job/empower-ai-knowledge-center-shift-supervisor","title":"Knowledge Center Shift Supervisor","company":{"id":21818,"name":"Empower AI","domain":"empower.ai","url":"https://alion.io/company/empower-ai","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"staff","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quantico, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":148000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":237},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"ITIL","optional":true},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-03T04:38:15Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-09T22:34:25Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Overview\nEmpower 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.\nEmpower 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.\nResponsibilities\nEmpower AI is seeking a Knowledge Center Shift Supervisor to supervise a shift of Tier I Knowledge Center agents supporting the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the KC through a dedicated toll-free number, support email, public web form, and public chatbot, and the KC agent creates and manages the ticket on their behalf. The Supervisor owns real-time shift performance against SLAs and XLAs, coaches agents on external-user handling and manual ticket creation, enforces the email-based Customer-Confirmed Ticket Closure process, and coordinates escalations to application resolver groups. 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.\nTHIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.\nJOB DUTIES:\nSupervise a shift of Tier I Knowledge Center agents supporting external users: scheduling and coverage across 6:00 a.m. to 8:00 p.m. ET, coaching, quality reviews of calls, emails, and manually created tickets, and performance management. \nOwn real-time shift performance for the KC (contact handling, First Contact Resolution, PL1-PL4 SLA adherence, CSAT/CES) and take corrective action to protect service levels for external users. \nEnforce the email-based Customer-Confirmed Ticket Closure process, accurate capture of external user information and issue details, and documented escalation procedures to application resolver groups. \nAnalyze shift-level trends by application and contribute to knowledge content, Tier 0 chatbot improvements, and Problem Management for external-user issues. \nSupervise a team of Tier I service desk and Knowledge Center analysts across core hours (6:00 a.m. to 8:00 p.m. ET) and extended-hours shifts, including scheduling, coverage planning, attendance, performance management, coaching, and professional development. \nOwn real-time and daily operational performance: monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence, and take corrective action to keep open tickets exceeding resolution SLA within the acceptable quality level. \nEnforce the Customer-Confirmed Ticket Closure process and ticket documentation standards through a structured quality assurance program, including ticket audits, call and chat reviews, and calibrated feedback. \nLead the service desk's response to PL1/PL2 critical incidents, including communications, situational awareness alerts, and coordination with Tier II, endpoint, communications, and application resolver groups. \nQualifications\nREQUIREMENTS:\nBachelor'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). \nMust be a U.S. Citizen. \nMust have an Active Secret Clearance (favorably adjudicated T3/T3R) to start. \nMust be willing and able to obtain TS/SCI eligibility after start, if required by mission needs. \nMust be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting. \nMust 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. \nDemonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision. \nMinimum of 10 years of experience in enterprise IT service desk or end-user support, including at least 3 years supervising or leading a service desk team of 8 or more analysts. \nDemonstrated experience managing to SLAs, XLAs, and KPIs such as First Contact Resolution, average speed to answer, ticket aging, CSAT, and Customer Effort Score. \nExpert knowledge of an enterprise ITSM platform (e.g., ServiceNow) including reporting, dashboards, and queue management. \nExperience running quality assurance programs, coaching analysts, and managing performance and attendance. \nExperience supervising multi-shift or extended-hours operations and coordinating on-call coverage. \nStrong analytical skills and experience preparing operational performance reports and briefings for leadership and customers. \nExcellent written, verbal, and interpersonal communication skills. \nDESIRED SKILLS:\nHDI Support Center Manager, ITIL 4 Foundation or Practitioner, or equivalent service management certification. \nExperience supporting Department of War (DoW), DoD, or Intelligence Community IT environments and working across NIPRNet, SIPRNet, and JWICS enclaves. \nExperience deploying or operating AI-enabled Tier 0 capabilities (chatbots, Virtual Agent, automated password reset) and measuring ticket deflection. \nExperience supporting external customer help desks and publicly accessible support channels (toll-free phone, email, web form). \nExperience with Power BI or similar dashboard tools for performance reporting. \nFamiliarity with ISO/IEC 20000-1 service management systems. \nAbout Empower AI\nAll 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.\nPay Band Min\nUSD $79,390.00/Yr.Pay Band Max\nUSD $122,870.00/Yr.","description_format":"text","description_chars":6744,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":3,"team_size_min":8,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-03T04:38:15Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.828,"p_room":0.9,"age_days":6,"expected_fill_days":9,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-10-09T06:01:00Z"},"pay":null,"html_url":"https://alion.io/job/empower-ai-knowledge-center-shift-supervisor","json_url":"https://alion.io/job/empower-ai-knowledge-center-shift-supervisor.json","meta":{"generated_at":"2026-10-10T00:40:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1065,"day_limit":5000,"remaining_today":3935,"minute_limit":60,"resets_at":"2026-10-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":21818},"rest":"https://alion.io/mcp/rest/get_company?id=21818"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fempower-ai-knowledge-center-shift-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fempower-ai-knowledge-center-shift-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fempower-ai-knowledge-center-shift-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/empower-ai-knowledge-center-shift-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fempower-ai-knowledge-center-shift-supervisor"}]}