Remote IT Service Desk Program Manager

GovCIO; Carson City (NV); À distance; USD 82 000 - 116 000; Plein temps

Avantages offerts par ce poste

EAP

Corporate discounts

L&D platform

Certification assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Résumé du poste

GovCIO is seeking a Project Manager to support TSA. The role focuses on leading a large, 24x7 Service Desk operation, delivering enterprise IT support, and ensuring VIP service excellence.

The position is primarily remote with occasional travel and a Public Trust clearance requirement. The candidate will manage incident response, oversee advanced agent support (Remote Desktop, AD, mobility), and coordinate testing of new applications while maintaining the Service Desk KB.

Qualifications

• Bachelor's in a related field with 2-5 years of IT project management experience.
• Experience leading and managing a large, 24x7x365 Service Desk operation serving 85K users.
• Expert capabilities in overseeing remote desktop, Active Directory, and mobility console support, plus testing of new applications and processes.
• Adept at troubleshooting operating systems and COTS software issues and maintaining the Service Desk Knowledge Base.
• Clearance Required: Ability to maintain a Public Trust clearance

Responsabilités

• Leads and manages a large, 24x7x365 Service Desk operation, ensuring continuous and efficient IT support across Tier 0, 1, and 2.
• Oversees advanced agent support, including remote desktop, AD, and mobility console support, and tests new applications and processes.
• Troubleshoots OS and COTS issues and maintains the Service Desk Knowledge Base for optimal support.
• Implements and applies SR priority and escalation matrices; documents all work and resolutions in the ITSM tool.
• Delivers exceptional VIP support, develops processes for enhanced service, and audits VIP requests from inception to resolution.
• Plans and leads major technology assignments and evaluates performance to recommend changes for growth.
• Acts as a technical expert across multiple project assignments; may supervise others.

Connaissances

IT project management

Service Desk leadership

VIP support

Leadership

Stakeholder communication

Formation

Bachelor's in related field

Outils

Remote desktop

Active Directory

Mobility console

Description du poste

GovCIO is seeking a Project Manager to support TSA. The role focuses on leading a large, 24x7 Service Desk operation, delivering enterprise IT support, and ensuring VIP service excellence.

The position is primarily remote with occasional travel and a Public Trust clearance requirement. The candidate will manage incident response, oversee advanced agent support (Remote Desktop, AD, mobility), and coordinate testing of new applications while maintaining the Service Desk KB.