Reginal Project Manager

GovCIO; United States; Remote; USD 82,000 - 116,000; Full time

Job summary

GovCIO is seeking a Project Manager to support the TSA, based in Springfield, VA, with primarily remote work and some travel. The role leads a large 24x7 Service Desk and oversees advanced agent support, testing of new apps, and knowledge base management.

You will manage incident prioritization, escalation, and ITSM documentation while ensuring VIP services and major technology assignments are executed with a strategic focus on improving service delivery. A Public Trust clearance is required.

Qualifications

• Bachelor’s in a related field with 2–5 years of IT project management experience.
• Experience leading and managing a large, 24x7x365 Service Desk operation serving 85K users.
• Expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support.
• Clearance Required: Ability to maintain a Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0–Tier 2.
• Oversees testing of new applications and processes and manages the KB for optimal support.
• Implements SR priority and escalation matrices and documents work in the ITSM tool.
• Provides VIP support and audits VIP requests from start to finish.
• Plans and leads major technology assignments and drives continuous service improvement.

Skills

IT project management

Leadership

Communication

Stakeholder collaboration

Team management

Education

Bachelor’s degree in related field

Tools

ITSM tools

Active Directory

Remote Desktop

KB maintenance tools

Job description

GovCIO is currently hiring for a Project Manager to support the TSA. This position is located in Springfield, VA and may require intermittent travel, but will primarily be remote.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2
• Possesses expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processes
• Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
• Ensures the effective implementation and application of Service Request (SR) priority and escalation matrices, meticulously documenting all work and resolution steps in the ITSM Tool
• Ensures exceptional VIP support, develops processes for enhanced service, oversees all VIP requests from inception to resolution, and conducts regular audits
• Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments
• Plans and leads major technology assignments
• Evaluates performance results and recommends major changes affecting short-term project growth and success
• Functions as a technical expert across multiple project assignments
• May supervise others
• Possesses outstanding leadership, strategic planning, and communication skills, enabling effective team management, stakeholder collaboration, and continuous service improvement

Qualifications

• Bachelor's in a related field with 2-5 years of IT project management experience (or commensurate experience)
• Experience leading and managing a large, 24x7x365 Service Desk operation, serving 85K users in an enterprise-wide setting, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2
• Possesses expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processes
• Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
• Clearance Required: Ability to maintain a Public Trust clearance

Posted Salary Range

USD $81,850.00 - USD $116,000.00 /Yr.