Remote IT Service Desk Program Manager

GovCIO; Nashville (TN); 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

Qualified candidates have a Bachelor's in a related field and 2–5 years of IT project management experience, strong lines of communication, and proven leadership in enterprise IT environments. Clearance for Public Trust is required.

Qualifications

• Bachelor's in a related field with 2-5 years of IT project management experience.
• Experience leading a large, 24x7x365 Service Desk for 85K users.
• Expert capabilities in remote desktop, Active Directory and mobility support.
• Adept at troubleshooting OS and COTS software and maintaining the KB.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0–Tier 2.
• Oversees advanced agent support and testing of new apps/processes.
• Troubleshoots OS/COTS issues and maintains the Service Desk KB.
• Implements SR priority/escalation matrices and documents work in ITSM tool.
• Delivers VIP support from inception to resolution and conducts audits.

Skills

IT project management

Service Desk leadership

VIP support

Remote desktop support

Active Directory

Education

Bachelor's degree in a related field

Job description

Qualified candidates have a Bachelor's in a related field and 2–5 years of IT project management experience, strong lines of communication, and proven leadership in enterprise IT environments. Clearance for Public Trust is required.