Remote IT Service Desk Lead & Knowledge Manager

GovCIO; Helena (MT); 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 Knowlege Manager to support the TSA Focus contract. The position is fully remote within the United States and will lead a 24x7 service desk operation serving 85K users, providing expert user support and rapid escalation handling.

The role requires a Bachelor’s degree with 8+ years IT experience, strong analytical skills, and the ability to coordinate cross-team efforts to maintain high availability of IT services.

Qualifications

• Bachelor's degree with 8+ years IT experience in user support.
• 8 years general IT experience in a user support role.
• 5 years IT service desk experience in a 24x7x365 environment.
• Experience leading a 24x7 service desk for 85K users in an enterprise setting.
• Advanced IT service desk skills as primary escalation point for Tier 1 agents.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support.
• Provides advanced IT service desk support and acts as a primary escalation point 24x7x365.
• Uses remote desktop support to troubleshoot complex OS and COTS issues; maintains the KB for optimal support.
• Supports TSA GFE, mobility systems, and IT systems for on-site and remote users.
• Ensures records for incident management are properly tagged and supports first-call resolution.
• Monitors ACD, incidents, service requests, and queues to identify critical issues.
• Demonstrates strong analytical and problem-solving skills and communicates effectively with end-users and IT teams.

Skills

SPOC leadership

24x7 IT support

Remote desktop support

Escalation handling

Analytical thinking

Education

Bachelor's degree

Tools

Service Desk KB

Job description

GovCIO is hiring a Trainer Knowlege Manager to support the TSA Focus contract. The position is fully remote within the United States and will lead a 24x7 service desk operation serving 85K users, providing expert user support and rapid escalation handling.

The role requires a Bachelor’s degree with 8+ years IT experience, strong analytical skills, and the ability to coordinate cross-team efforts to maintain high availability of IT services.