Remote IT Service Desk PM: VIP Support Lead

GovCIO; Madison (WI); Teletrabalho; USD 82 000 - 116 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

EAP

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Resumo da oferta

GovCIO is hiring a Project Manager to support the TSA. The role is primarily remote, with the position located in Springfield, VA and possible occasional travel.

You will lead a large 24x7x365 Service Desk, ensuring IT support across Tier 0–2, manage advanced agent systems, and oversee VIP requests with process improvements. Candidates should have a bachelor’s degree in a related field and 2–5 years of IT project management experience, with a Public Trust clearance ability.

Qualificações

• Bachelor's degree in a related field with 2-5 years of IT project management experience (or commensurate experience).
• Experience leading and managing a large, 24x7x365 Service Desk operation serving 85K users in an enterprise-wide setting.
• Expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processes.
• Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and overseeing the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support.
• Clearance Required: Ability to maintain a Public Trust clearance.

Responsabilidades

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0-2.
• Oversee advanced agent support including remote desktop, Active Directory, and mobility console support, plus testing of new apps.
• Troubleshoot OS and COTS software issues; maintain the Service Desk KB for optimal support.
• Ensure SR priority and escalation matrices are documented in the ITSM tool.
• Provide VIP support and audits; develop processes to improve service.
• Possess leadership and strategic planning skills; lead major technology assignments.
• May supervise others and collaborate with stakeholders to drive continuous service improvement.

Conhecimentos

IT project management

Large 24x7x365 Service Desk

Remote desktop support

Active Directory

Mobility console support

OS troubleshooting

COTS software troubleshooting

Public Trust clearance

Formação académica

Bachelor's degree in a related field

Descrição da oferta de emprego

GovCIO is hiring a Project Manager to support the TSA. The role is primarily remote, with the position located in Springfield, VA and possible occasional travel.

You will lead a large 24x7x365 Service Desk, ensuring IT support across Tier 0–2, manage advanced agent systems, and oversee VIP requests with process improvements. Candidates should have a bachelor’s degree in a related field and 2–5 years of IT project management experience, with a Public Trust clearance ability.