Knowledge Center Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Tier I service desk and Knowledge Center analysts during core and extended-hour shifts.

• Manage scheduling, coverage planning, attendance, performance evaluations, coaching, and professional growth.

• Monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and adherence to PL1-PL4 SLAs.

• Implement corrective measures to ensure acceptable quality standards and resolution performance.

• Uphold Customer-Confirmed Ticket Closure and documentation standards through audits of tickets, calls, chats, and calibrated feedback.

• Direct service desk responses to PL1/PL2 critical incidents, including communications, situational awareness alerts, and coordination with resolver groups.

• Review escalated external-user tickets, identify resolver groups, necessary information, and priority levels, and manage documented transitions.

• Monitor escalated tickets against PL1-PL4 resolution SLAs and handle external-user communications until ticket closure.

• Act as the senior technical authority for complex DISS, NISS, NBIS, and other application-related issues.

• Evaluate escalation triggers and suggest knowledge articles, chatbot content, and process modifications.

• Participate in Problem Resolution Action Plans and the CX Roadmap.

• Make senior Tier I technical decisions concerning root cause, business impact, resolution strategy, priority, and escalation.

• Adjust analyst workloads to maintain SLAs, First Contact Resolution objectives, and quality standards.

• Design and execute the Tier I quality assurance review process while determining coaching and corrective measures.

• Compile After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans with suggested permanent solutions.

⛳️ Requirements

• Bachelor's degree with a minimum of 3 years of relevant experience; alternatively, a Master's degree with at least 1 year of relevant experience, or an additional 4 years of related experience in place of a degree.

• Total of 7 years of education/experience required.

• Must be a U.S. Citizen.

• Must possess an Active Secret Clearance (favorably adjudicated T3/T3R) to begin.

• Must be willing and able to obtain TS/SCI eligibility post-start, if required by mission needs.

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

• Must hold and maintain a current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related tasks, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.

• Proven ability to work autonomously, analyze issues, determine suitable actions, and exercise discretion and independent judgment.

• Minimum of 5 years of progressive experience in enterprise IT service desk, help desk, or end-user support, including experience as a lead or senior analyst.

• Advanced troubleshooting capabilities in Windows 10/11, Microsoft 365, Active Directory, network connectivity, VPN, printers, mobile devices, and common enterprise applications.

• Extensive experience with an enterprise ITSM platform, such as ServiceNow, including reporting, knowledge management, and queue management.

• Demonstrated success in enhancing First Contact Resolution, SLA adherence, and customer satisfaction through process improvements, knowledge management, and coaching initiatives.

• Experience conducting ticket quality assessments, mentoring analysts, and providing training.

• Ability to work assigned shifts within a core schedule from 6:00 a.m. to 8:00 p.m. ET and willingness to work extended hours if assigned.

• Excellent written and verbal communication skills, including the ability to effectively brief supervisors and Government stakeholders.

• Desired: HDI Support Center Team Lead, HDI Desktop Support Technician, or ITIL 4 Foundation / Practitioner certification.

• Desired: Familiarity with ServiceNow or similar enterprise ITSM platforms.

• Desired: Experience across NIPRNet, SIPRNet, and JWICS, including knowledge of classified system handling procedures.

• Desired: Understanding of CSAT, Customer Effort Score, and XLAs.

• Desired: Experience supporting the Department of War, DoD, or other compliance-driven Federal IT environments.

• Desired: Exposure to AI-enabled service desk functionalities and Tier 0 deflection metrics.

• Desired: Contribution to Problem Management, Root Cause Analysis, and continuous improvement initiatives.

🏝️ Benefits

• Recognition as a military-friendly employer with a commitment to hiring and supporting active-duty and veteran employees.

• Opportunities for professional development.

• Salaried position exempt from FLSA regulations.

• Up to 10% travel may be required.