FIELD SERVICE MANAGER

About the role

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

• 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