Remote IT Service Desk Program Lead

GovCIO; Topeka (KS); 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

Applicants should have a Bachelor's in a related field and 2–5 years of IT project management experience, plus a Public Trust clearance capability. The posted pay range is USD 81,850–116,000 per year.

Qualifications

• Bachelor's in a related field with 2-5 years of IT project management experience.
• Experience leading a large, 24x7x365 Service Desk operation for 85K users.
• Expert capabilities in overseeing remote desktop, AD, and mobility support.
• Ability to troubleshoot OS and COTS software and maintain a knowledge base.
• Must be able to maintain a Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation.
• Oversees advanced agent support and testing of new applications.
• Troubleshoots OS and COTS issues and maintains the KB.
• Implements SR priority and escalation matrices and documents work in the ITSM tool.
• Delivers VIP support and audits VIP requests from start to finish.
• Plans and leads major technology assignments and evaluates performance results.

Skills

IT project management

Service Desk leadership

Stakeholder collaboration

Team leadership

Effective communication

Education

Bachelor's in related field

Tools

ITSM Tool

Remote Desktop

Active Directory

Job description

Applicants should have a Bachelor's in a related field and 2–5 years of IT project management experience, plus a Public Trust clearance capability. The posted pay range is USD 81,850–116,000 per year.