Remote IT Service Desk Lead & Knowledge Manager

GovCIO; Augusta (ME); Remote; USD 75,000 - 85,000; 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 Trainer Knowlege Manager to support our newly awarded TSA Focus contract. This position will be located in the United States and will be fully remote.

The role serves as a SPOC shift lead, directing SPOC analysts, provides advanced IT service desk support, and maintains the Service Desk Knowledge Base to ensure quick, accurate end-user assistance 24/7. You will monitor queues, manage escalations, and collaborate with other IT teams to deliver seamless service for

Qualifications

• Bachelor's degree with 8+ years IT experience.
• 5 years in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk operation for 85K users.
• Advanced IT service desk skills as primary escalation point for Tier 1.
• Strong remote desktop support to troubleshoot OS/COTS issues.
• Strong analytical and problem-solving skills with excellent interpersonal communication.

Responsibilities

• SPOC shift lead for SPOC analysts providing expert user support.
• Provides advanced IT service desk support, serving as a primary escalation point for Tier 1 agents.
• Uses remote desktop support to troubleshoot complex OS and COTS issues; maintains KB articles.
• Supports TSA GFE, mobility systems, and IT systems for on-site and remote users.
• Ensures incident records are linked; accepts warm transfers; aids first-call resolution.
• Monitors ACD, incidents, service requests, and queues for high-priority issues.
• Collaborates with IT support teams to resolve complex problems.

Skills

IT support experience

Service desk management

Remote desktop support

Analytical skills

Communication skills

SPOC leadership

Education

Bachelor's degree

Job description

GovCIO is currently hiring for a Trainer Knowlege Manager to support our newly awarded TSA Focus contract. This position will be located in the United States and will be fully remote.

The role serves as a SPOC shift lead, directing SPOC analysts, provides advanced IT service desk support, and maintains the Service Desk Knowledge Base to ensure quick, accurate end-user assistance 24/7. You will monitor queues, manage escalations, and collaborate with other IT teams to deliver seamless service for