Remote IT Project Manager - 24x7 Service Desk Lead

GovCIO; Providence (RI); Remote; USD 82,000 - 116,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is currently hiring for a Project Manager to support the TSA. This position is remote, with potential travel to Springfield, VA, and may require intermittent travel.

The role focuses on leading a large 24x7 Service Desk delivering IT support across Tier 0–Tier 2, including VIP requests and knowledge-base maintenance. Qualifications include a related field degree with 2–5 years in IT project management, experience managing a large enterprise desk, and a Public Trust clearance.

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 in an enterprise-wide setting.
• 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.

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.

Skills

IT project management

Service Desk leadership

VIP support

Leadership & communication

Education

Bachelor's in a related field

Job description

GovCIO is currently hiring for a Project Manager to support the TSA. This position is remote, with potential travel to Springfield, VA, and may require intermittent travel.

The role focuses on leading a large 24x7 Service Desk delivering IT support across Tier 0–Tier 2, including VIP requests and knowledge-base maintenance. Qualifications include a related field degree with 2–5 years in IT project management, experience managing a large enterprise desk, and a Public Trust clearance.