Remote IT Service Desk Lead & Knowledge Manager

GovCIO; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

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 the TSA Focus contract. The role is fully remote in the United States, leading a 24x7 Service Desk operation for a large enterprise and guiding Tier 1 agents to deliver rapid, high-quality IT support.

Requirements include a Bachelor's degree with extensive IT service desk experience, strong analytical and verbal skills, and the ability to manage knowledge bases and escalation paths across teams.

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.
• Advanced IT service desk skills as primary escalation point for Tier 1 agents.
• Proficient in remote desktop support and KB article management.
• Strong analytical and problem‑solving skills with excellent communication.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts.
• Provides advanced IT service desk support and 24x7x365 escalation for Tier 1 agents.
• Troubleshoots complex OS and COTS software issues via remote desktop tools.
• Supports TSA GFE, mobility systems, and IT for on-site and telework users.
• Ensures incident records are properly categorized and first-call resolution is achieved.
• Monitors ACD, incidents, and queues to identify high-priority issues.
• Collaborates with IT support teams to resolve issues.

Skills

IT service desk

24x7 support

Remote desktop support

KB management

Analytical skills

Communication

Leadership

Education

Bachelor's degree

Tools

Remote desktop tools

Job description

GovCIO is seeking a Trainer Knowlege Manager to support the TSA Focus contract. The role is fully remote in the United States, leading a 24x7 Service Desk operation for a large enterprise and guiding Tier 1 agents to deliver rapid, high-quality IT support.

Requirements include a Bachelor's degree with extensive IT service desk experience, strong analytical and verbal skills, and the ability to manage knowledge bases and escalation paths across teams.