Empower AI · 3 hours ago
Network Accounts Services Manager
Arlington, VA, US
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expEmpower AI is a company dedicated to providing innovative AI solutions for government agencies. The Accounts Services Manager will lead a team of technicians to ensure network account services are delivered effectively, while also focusing on training, customer service, and maintaining service level agreements.
Information ServicesInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead and manage the day-to-day operations and projects of the Accounts Team, setting priorities and ensuring efficient account management processes
Provide technical support and troubleshooting for user access, licensing, and security-related issues, escalating complex problems as needed and contributing to knowledge base documentation
Foster the professional development of the Team Leads and technicians by offering mentorship, technical guidance, and opportunities for skill enhancement to elevate their capabilities and career growth
Manage work schedules, monitor overtime, and approve timesheets to maintain budget compliance and productivity
Ensure the team meets Acceptable Quality Levels (AQLs) for account management and service delivery, fostering a culture of excellence
Ensure that all VIP tickets are identified, triaged, and processed within required SLAs
Utilize expertise in Active Directory, Microsoft Azure, Active Roles Server, and other account management tools to provide technical guidance and support to team members
Develop and maintain comprehensive documentation for account management processes, ensuring accuracy and adherence to established procedures and work instructions
Oversee the resolution of end-user access-related issues, ensuring prompt and effective solutions are implemented
Facilitate communication with external support groups regarding Microsoft 365 services and licensing
Coordinate and facilitate the administration of the Dormant Accounts Process to ensure timely execution of processes and reporting
Produce regular performance reports and updates for Contract Leadership regarding team achievements, metrics, customer comments, escalations, and team related projects
Develop alternative courses of action, workarounds, and fallback plans for identified risks, recommending actions for each risk and monitoring them at appropriate milestones
Manage employee performance through regular reviews of completed work, providing constructive feedback and addressing disciplinary issues when necessary to ensure adherence to organizational policies and standards
Identify opportunities for process improvements and implement changes to enhance operational efficiency and service delivery
Participate in daily staff meetings with contract Leadership to communicate updates, address concerns, and align on priorities
Oversee the recruitment, selection, and training of qualified IT personnel to build a skilled and effective team
Interface and communicate effectively with customers and vendors to foster and maintain strong working relationships
Perform additional duties as assigned to support the overall effectiveness of the Accounts Management Team
Qualification
Required
Clearance Required: US Department of Defense (DOD) issued Secret Clearance
Experience: Minimum of 10 years in Project Management and Systems Administration for Enterprise IT systems
Leadership: Demonstrated ability to manage and mentor technical teams
Education: Bachelor's Degree in IT related field or equivalent related experience
Certifications: Must hold Security+ certification or other applicable certifications to meet 8570 Level II compliance requirements
Skills: Strong analytical and problem-solving skills
Skills: Excellent written, oral, and interpersonal communication skills
Skills: High attention to detail and self-motivation
Skills: Ability to translate technical information into business-friendly language
Preferred
Experience with Microsoft Azure cloud services and administration
US Department of Defense (DOD) issued Top-Secret Clearance
Company
Empower AI
Empower AI helps federal agency leaders elevate their workforce productivity.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-08-15Acquired
Leadership Team
Jeff Bohling
Chief Executive Officer
Paul Harrington
Executive Vice President, Chief Growth Officer
Recent News
Morningstar.com
2025-07-24
Company data provided by crunchbase