Remote IT Service Desk Program Manager

GovCIO; Bismarck (ND); 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 program. The role is primarily remote with occasional travel to Springfield, VA, supporting a national network of IT services.

You will lead a large 24x7x365 Service Desk, oversee advanced agent support (remote desktop, AD, mobility), and ensure high-quality VIP service and ITSM governance. A bachelor’s degree and 2–5 years in IT PM are required, with the ability to obtain a Public Trust clearance.

Qualifications

• Bachelor's in a related field, with 2-5 years IT project management experience or commensurate experience.
• Experience leading and managing a large, 24x7x365 Service Desk operation serving 85K users enterprise-wide.
• Expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support.
• Adept at troubleshooting operating system and COTS software issues and maintaining the Service Desk Knowledge Base for optimal support.
• Clearance required: Ability to maintain a Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation, ensuring continuous and efficient IT support across Tier 0, 1, and 2.
• Oversees remote desktop, Active Directory, and mobility console support and tests new applications and processes.
• Troubleshoots OS and COTS software issues and maintains the Service Desk KB.
• Documents all work and resolutions in the ITSM tool and manages SR priority/escalation matrices.
• Delivers exceptional VIP support, audits VIP requests, and develops processes for service improvements.

Skills

Tech project management

24x7 service desk leadership

Remote desktop support

Active Directory

COTS troubleshooting

Public Trust clearance

Education

Bachelor's in related field

Tools

Remote Desktop

Active Directory

Job description

GovCIO is seeking a Project Manager to support the TSA program. The role is primarily remote with occasional travel to Springfield, VA, supporting a national network of IT services.

You will lead a large 24x7x365 Service Desk, oversee advanced agent support (remote desktop, AD, mobility), and ensure high-quality VIP service and ITSM governance. A bachelor’s degree and 2–5 years in IT PM are required, with the ability to obtain a Public Trust clearance.