Remote IT Service Desk Lead (VIP & 24/7)

African American Talent; Lansing (MI); Remote; USD 82,000 - 116,000; 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 remote Project Manager to support the TSA, leading a large 24x7 service desk operation and ensuring continuous IT support across Tier 0-2. You will coordinate across teams, manage VIP requests, and drive process improvements to optimize service delivery.

The role requires strong leadership, excellent communication, and the ability to navigate complex enterprise environments, with an emphasis on ITSM governance and stakeholder collaboration.

Qualifications

• Bachelor's degree and 2-5 years IT project management experience.
• Experience leading a large 24x7 service desk with enterprise users.
• Ability to obtain/maintain Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0-2.
• Oversees advanced agent support including remote desktop, Active Directory, and mobility console support.
• Troubleshoots OS and COTS software issues; maintains Service Desk KB.
• Documents work and resolutions in the ITSM tool with proper escalation.
• Develops VIP support processes from inception to resolution and conducts audits.
• Plans and leads major technology assignments; reviews performance results.

Skills

IT Project Management

Service Desk management

Leadership

Communication skills

VIP support

Technical knowledge

Education

Bachelor's degree

Tools

Active Directory

Remote Desktop

ITSM Tool

Knowledge Base

Job description

GovCIO is seeking a remote Project Manager to support the TSA, leading a large 24x7 service desk operation and ensuring continuous IT support across Tier 0-2. You will coordinate across teams, manage VIP requests, and drive process improvements to optimize service delivery.

The role requires strong leadership, excellent communication, and the ability to navigate complex enterprise environments, with an emphasis on ITSM governance and stakeholder collaboration.