Remote IT Service Desk PM: VIP Support Lead

GovCIO; Denver (CO); 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 Project Manager to support the TSA, with remote work primarily; the role will be based in Springfield, VA, and may require intermittent travel. You will lead a large, 24x7 Service Desk, oversee advanced agent support, and ensure effective VIP handling while driving continuous service improvements.

The position requires a Bachelor's in a related field and 2-5 years IT PM experience, with Public Trust clearance. Competitive salary and benefits offered.

Qualifications

• Bachelor's in a related field with 2-5 years IT project management experience.
• Experience leading a large, 24x7x365 Service Desk for 85K users in an enterprise setting.
• Expert capabilities in overseeing advanced agent support including remote desktop, Active Directory, and mobility console support.
• Adept at troubleshooting OS and COTS software issues and managing the Service Desk Knowledge Base.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0-2.
• Oversees advanced agent support (remote desktop, Active Directory, mobility) and tests new applications.
• Maintains Service Desk KB and documentation in ITSM tool for optimal support.
• Implements and applies SR priority and escalation matrices; documents work and resolutions in ITSM tool.
• Manages VIP requests from inception to resolution and conducts regular audits.
• Provides leadership for major technology assignments and strategic planning.

Skills

IT project management

Service desk management

Leadership

Remote desktop

Active Directory

Mobility support

Troubleshooting OS

Education

Bachelor's in related field

Tools

ITSM Tool

Knowledge Base

Job description

GovCIO is seeking a Project Manager to support the TSA, with remote work primarily; the role will be based in Springfield, VA, and may require intermittent travel. You will lead a large, 24x7 Service Desk, oversee advanced agent support, and ensure effective VIP handling while driving continuous service improvements.

The position requires a Bachelor's in a related field and 2-5 years IT PM experience, with Public Trust clearance. Competitive salary and benefits offered.