Remote IT Service Desk Lead — VIP & 24/7 Ops

GovCIO

Santa Fe (NM)

Remote

USD 82,000 - 116,000

Full time

3 days ago

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Benefits offered by this job

EAP

Corporate discounts

Learning & Development

Certification assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is hiring a Project Manager to support the TSA. This role, primarily remote with occasional travel, will oversee a large, 24x7x365 Service Desk delivering enterprise IT support and VIP-related services.

The ideal candidate has a Bachelor's degree in a related field and 2–5 years of IT project management experience, including leadership of a high-volume help desk and the ability to obtain Public Trust clearance.

Qualifications

Bachelor's degree in a related field and 2-5 years of IT project management experience.
Experience leading and managing a large 24x7x365 Service Desk supporting 85K users.
Expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory and mobility console support.
Must be able to obtain/maintain Public Trust clearance.

Responsibilities

Lead and manage a large 24x7x365 Service Desk operation for comprehensive IT support.
Oversee advanced agent support, remote desktop, Active Directory, mobility console testing.
Maintain and improve the Service Desk Knowledge Base (KB).
Ensure proper SR priority and escalation documentation in the ITSM tool.
Provide VIP support and drive continuous service improvement.