Remote IT Service Desk Lead & Knowledge Manager

GovCIO; Cheyenne (WY); 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 hiring a Trainer Knowledge Manager to support the TSA Focus contract. The role will be fully remote within the United States, leading a 24x7x365 IT service desk and guiding Tier 1 agents with advanced support.

The position demands a Bachelor’s degree and 8+ years of IT experience, with strong analytical and communication skills for end-user interaction and cross-team collaboration.

Qualifications

• 8+ years of IT experience in a user support role.
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Responsibilities

• Lead 24x7x365 Service Desk operations for 85K users.
• Provide advanced IT support and escalation for Tier 1 agents.
• Maintain and update Service Desk knowledge base articles.

Skills

IT Service Desk

24x7 Support

Remote Desktop

Analytical Thinking

Education

Bachelor's degree

Tools

KB Management

Escalation Processes

Job description

GovCIO is hiring a Trainer Knowledge Manager to support the TSA Focus contract. The role will be fully remote within the United States, leading a 24x7x365 IT service desk and guiding Tier 1 agents with advanced support.

The position demands a Bachelor’s degree and 8+ years of IT experience, with strong analytical and communication skills for end-user interaction and cross-team collaboration.