Remote IT Service Desk Program Manager

GovCIO; Lincoln (NE); Remote; USD 82,000 - 116,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development

Certification Assistance

Referral Bonus Program

Internal Mobility

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a Project Manager to support TSA. The role centers on leading a large, around-the-clock Service Desk, ensuring reliable IT support across Tier 0–Tier 2 and delivering VIP service with strict auditing and escalation controls.

Located remote with occasional travel, a Public Trust clearance is required. The ideal candidate will manage complex IT environments, coordinate cross-functional teams, and drive continuous service improvements in a dynamic government setting.

Qualifications

• Bachelor's in a related field with 2-5 years of IT project management experience (or commensurate experience)
• Experience leading and managing a large, 24x7x365 Service Desk operation for 85K users
• Expert capabilities in overseeing remote desktop, Active Directory, and mobility console support
• Troubleshooting OS and COTS software issues; maintain Service Desk KB
• Clearance Required: Public Trust clearance

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0–Tier 2
• Oversees advanced agent support, including remote desktop, AD, and mobility console testing
• Troubleshoots OS and COTS issues; maintains KB for optimal support
• Implements SR priority and escalation matrices; documents work in ITSM tool
• Oversees VIP support from inception to resolution and conducts audits
• Plans and leads major technology assignments
• Evaluates performance and recommends changes affecting short-term growth
• Acts as technical expert across multiple projects; may supervise others
• Exhibits leadership, strategic planning, and stakeholder collaboration for service improvement

Skills

Service Desk mgmt

Remote Desktop

Active Directory

VIP support

Leadership

Education

Bachelor's in related field

Tools

ITSM Tool

Job description

GovCIO is hiring a Project Manager to support TSA. The role centers on leading a large, around-the-clock Service Desk, ensuring reliable IT support across Tier 0–Tier 2 and delivering VIP service with strict auditing and escalation controls.

Located remote with occasional travel, a Public Trust clearance is required. The ideal candidate will manage complex IT environments, coordinate cross-functional teams, and drive continuous service improvements in a dynamic government setting.