Desktop Support Technician IV

Overview: 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. Responsibilities: **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 st