Remote IT Service Desk Program Manager

GovCIO; Helena (MT); 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 hiring a Project Manager to support TSA. This role is fully remote with occasional travel to Springfield, VA and will require managing a large 24x7x365 IT service desk for 85K users.

You will lead advanced agent support, oversee OS and software troubleshooting, maintain the KB, and ensure proper incident prioritization and VIP request handling in a dynamic federal environment.

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 advanced agent support, including remote desktop, Active Directory, and mobility console 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 advanced agent support, including 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 Knowledge Base for optimal support.
• Implements and documents SR priority/escalation matrices in the ITSM tool and audits VIP requests from inception to resolution.

Skills

IT project management

24x7x365 Service Desk leadership

VIP support handling

Executive communication

Education

Bachelor's in a related field

Job description

GovCIO is hiring a Project Manager to support TSA. This role is fully remote with occasional travel to Springfield, VA and will require managing a large 24x7x365 IT service desk for 85K users.

You will lead advanced agent support, oversee OS and software troubleshooting, maintain the KB, and ensure proper incident prioritization and VIP request handling in a dynamic federal environment.