Remote IT Service Desk Program Manager

GovCIO; Juneau (AK); 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 the TSA. The role is primarily remote with some travel to Springfield, VA.

You will lead a large, 24x7 service desk operation and oversee advanced agent support, including remote desktop and Active Directory, while ensuring VIP service levels and tight ITSM documentation. Qualified candidates have a Bachelor's in a related field and 2-5 years of IT project management experience, including managing a large enterprise service desk and maintaining a

Qualifications

• Bachelor's degree in a related field and 2-5 years of IT project management experience.
• Experience leading and managing a large, 24x7x365 Service Desk operation for 85K users in an enterprise setting.
• Expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support.
• Adept at troubleshooting OS and COTS software issues and maintaining the Service Desk Knowledge Base.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation delivering IT support across Tier 0–Tier 2.
• Oversees advanced agent support and testing of new applications and processes.
• Manages OS and COTS issues and maintains the Service Desk Knowledge Base.
• Implements SR priority and escalation matrices and documents work in the ITSM tool.
• Ensures VIP support from inception to resolution and conducts regular audits.

Skills

IT project management

Service Desk leadership

VIP support

Public Trust clearance

Effective communication

Education

Bachelor's in a related field

Tools

ITSM Tool

Job description

GovCIO is hiring a Project Manager to support the TSA. The role is primarily remote with some travel to Springfield, VA.

You will lead a large, 24x7 service desk operation and oversee advanced agent support, including remote desktop and Active Directory, while ensuring VIP service levels and tight ITSM documentation. Qualified candidates have a Bachelor's in a related field and 2-5 years of IT project management experience, including managing a large enterprise service desk and maintaining a