Remote IT Service Desk Program Lead

GovCIO; Atlanta (GA); 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 TSA efforts. The role is based primarily remote, with a Springfield, VA contingency, and may require occasional travel. You will lead a large 24x7 Service Desk, ensuring reliable IT support across Tier 0–2 and VIP cases.

Qualifications include a Bachelor's in a related field and 2–5 years IT project management, experience with enterprise Service Desk operations, and the ability to obtain a Public Trust clearance.

Qualifications

• Bachelor's degree in a related field with 2–5 years of IT project management experience
• Experience leading and managing a large, 24x7x365 Service Desk operation
• Clearance required: ability to maintain a Public Trust clearance

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation, ensuring the continuous and efficient delivery of IT support across Tier 0, 1, and 2
• Oversees advanced agent support including remote desktop, Active Directory, and mobility console support; tests new applications/processes
• Troubleshoots OS and COTS software issues; maintains the Service Desk Knowledge Base for optimal support
• Implements and documents SR priority and escalation matrices in the ITSM tool
• Delivers VIP support, develops processes for service improvements, audits VIP requests
• Plans and leads major technology assignments; evaluates performance and recommends changes
• Acts as a technical expert across multiple project assignments; may supervise others
• Exhibits leadership and communication to enable team collaboration and continuous improvement

Skills

IT project management

Service Desk leadership

VIP customer support

ITSM tooling

Education

Bachelor's in related field

Tools

Remote desktop

Active Directory

Mobility console

ITSM Tool

Job description

GovCIO is seeking a Project Manager to support TSA efforts. The role is based primarily remote, with a Springfield, VA contingency, and may require occasional travel. You will lead a large 24x7 Service Desk, ensuring reliable IT support across Tier 0–2 and VIP cases.

Qualifications include a Bachelor's in a related field and 2–5 years IT project management, experience with enterprise Service Desk operations, and the ability to obtain a Public Trust clearance.