Remote IT Service Desk Lead & Knowledge Manager

GovCIO; Boise (ID); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development

Certification Assistance

Referral Bonus

Internal Mobility

Pet Insurance

Flexible Work Environment

Job summary

Qualifications

• 8+ years of general IT experience in a user support role.
• 5 years’ experience in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk operation for 85K users.
• Demonstrates strong analytical and problem-solving skills with excellent interpersonal communication.

Responsibilities

• Lead SPOC analysts and provide expert user support.
• Serve as primary escalation point for Tier 1, providing 24x7 advanced support.
• Troubleshoot complex OS and COTS issues; maintain Service Desk KB articles.
• Support TSA GFE, mobility systems, and IT for on-site and remote users.
• Ensure records for incident management are properly linked and aim for first-contact resolution.
• Monitor ACD, incidents, requests, and queues for high-priority issues.
• Collaborate with IT teams to resolve complex end-user issues.

Skills

IT service desk

Shift lead

Remote support

Escalation point

KB management

Education

Bachelor's degree

Tools

ACD system

Job description