Remote IT Service Desk Lead & Knowledge Manager

GovCIO; Montpelier (VT); 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 seeking a Trainer Knowlege Manager to support a TSA Focus contract. The role is fully remote in the United States and requires a DHS/TSA clearance after employment.

The candidate will lead a 24x7 service desk, escalate complex issues, and maintain knowledge bases while delivering high-level IT support to a large user base. Minimum qualifications include a Bachelor's degree plus 8+ years in IT and experience guiding Tier 0-2 operations.

Qualifications

• 8+ years in a user support role.
• 5+ years in a IT service desk environment.
• Experience leading a 24x7x365 Service Desk operation for 85K users.
• Advanced IT service desk skills as escalation point for Tier 1 agents.
• Proficient remote desktop support for complex OS and COTS issues.
• Strong analytical and communication skills for end-user interaction.

Responsibilities

• Lead SPOC analysts in providing expert user support.
• Provide advanced IT service desk support, 24x7x365.
• Troubleshoot complex OS and COTS issues via remote desktop support and maintain the KB.
• Support TSA GFE, mobility systems, and IT systems for on-site and telework users.
• Ensure incident records are related and assist in first-call resolution.
• Monitor ACD, incidents, service requests, and queues for high-priority issues.

Skills

IT service desk leadership

24x7x365 operations

Remote desktop support

Analytical skills

End-user support

Education

Bachelor's degree

Tools

Service Desk KB

ACD monitoring

Job description

GovCIO is seeking a Trainer Knowlege Manager to support a TSA Focus contract. The role is fully remote in the United States and requires a DHS/TSA clearance after employment.

The candidate will lead a 24x7 service desk, escalate complex issues, and maintain knowledge bases while delivering high-level IT support to a large user base. Minimum qualifications include a Bachelor's degree plus 8+ years in IT and experience guiding Tier 0-2 operations.