Remote IT Program Manager — Service Desk Lead

GovCIO

Montgomery (AL)

Remote

USD 82,000 - 116,000

Full time

33 hours ago

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Job summary

GovCIO is seeking a Project Manager to support TSA work. The role, primarily remote with some travel, centers on leading a large, 24x7 Service Desk for 85K users and ensuring top-tier IT support across tiers 0–2.

Requires a Bachelor’s degree with 2–5 years of IT project management and a Public Trust clearance. Expect VIP handling, process optimization, and strong leadership in a dynamic federal environment.

Qualifications

Bachelor's degree in a related field with 2-5 years of IT project management experience.
Experience leading a large, 24x7x365 Service Desk operation serving 85K users enterprise-wide.
Expert capabilities in remote desktop, Active Directory, and mobility console support; testing new apps and processes.
Adept at troubleshooting OS and COTS software and maintaining the Service Desk KB.
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 advanced agent support including remote desktop, AD, and mobility tooling; tests new apps.
Troubleshoots OS and COTS software issues; maintains the Service Desk knowledge base.
Applies SR priority and escalation matrices; documents work in the ITSM tool.
Delivers exceptional VIP support; audits VIP requests from start to finish.
Plans and leads major technology assignments; evaluates performance for growth.
Acts as a technical expert across multiple project assignments; may supervise others.