Remote IT Service Desk Program Manager

GovCIO; Indianapolis (IN); 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. This role is primarily remote with some travel, located near Springfield, VA. You will lead a large, 24x7 Service Desk, coordinating Tier 0–Tier 2 support and VIP service delivery, ensuring continuous IT operations for a wide user base.

Ideal candidates have 2–5 years in IT project management, strong leadership and communication skills, and a track record of implementing improvements in ITSM processes. Public Trust clearance is required.

Qualifications

• Bachelor's degree in a related field and 2–5 years of IT project management experience.
• Experience leading a large, 24x7x365 Service Desk for enterprise-wide 85K users.
• Expertise in remote desktop, Active Directory, mobility consoles, and testing new applications.
• Ability to troubleshoot OS and COTS software and maintain the Service Desk KB.
• Public Trust clearance required.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation.
• Oversees advanced agent support, including remote desktop, Active Directory, mobility console support.
• Tests new applications and processes to improve service delivery.
• Maintains the Service Desk Knowledge Base for optimal support.
• Implements and documents SR priority and escalation matrices in the ITSM tool.
• Delivers VIP support and audits VIP requests from inception to resolution.
• Plans major technology assignments and guides team performance improvements.

Skills

Service Desk Management

Project Management

Leadership

IT Support Tools

Remote Desktop

Active Directory

Mobility Console

ITSM

Communication

Education

Bachelor's in related field

Tools

ITSM Tools

Remote Desktop Tools

Active Directory

Job description

GovCIO is seeking a Project Manager to support TSA efforts. This role is primarily remote with some travel, located near Springfield, VA. You will lead a large, 24x7 Service Desk, coordinating Tier 0–Tier 2 support and VIP service delivery, ensuring continuous IT operations for a wide user base.

Ideal candidates have 2–5 years in IT project management, strong leadership and communication skills, and a track record of implementing improvements in ITSM processes. Public Trust clearance is required.