Regional Project Manager

GovCIO; Springfield, Northern (VA, KY); Hybrid; USD 82,000 - 116,000; Full time

Job summary

GovCIO is recruiting a Project Manager to support the TSA from Springfield, VA. The role primarily remote with possible travel, overseeing a large, enterprise-wide IT service desk serving 85,000 users.

You will ensure high-quality IT support across Tier 0–Tier 2, manage advanced agent support including remote desktop and Active Directory, and supervise knowledge base maintenance and VIP service processes. A Public Trust clearance is required.

Qualifications

• Bachelor's degree in a related field.
• 2-5 years of IT project management experience or commensurate experience.
• Experience leading a large 24x7x365 Service Desk operation serving 85K users.
• Experience overseeing advanced agent support and testing of new applications/processes.
• Must be able to obtain/maintain Public Trust clearance.

Responsibilities

• Lead and manage a large, 24x7x365 Service Desk operation delivering IT support across Tier 0–Tier 2.
• Oversee advanced agent support including remote desktop, Active Directory, and mobility console support; test new applications and processes.
• Troubleshoot OS and COTS software issues; maintain Service Desk KB for optimal support.
• Document all work and resolutions in the ITSM tool; manage SR priority and escalation matrices.
• Provide VIP support; develop processes for enhanced service and audit VIP requests from inception to resolution.
• Plan and lead major technology assignments; evaluate performance and drive short-term project growth.
• Serve as a technical expert across multiple projects; may supervise others; demonstrate leadership and stakeholder collaboration.

Skills

IT project management

Service Desk leadership

VIP support

Stakeholder collaboration

Leadership and mentoring

Education

Bachelor's degree in related field

Tools

Remote desktop

Active Directory

Mobility console

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.