Remote IT Service Desk Program Manager

GovCIO; Phoenix (AZ); 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. The role is primarily remote, with a base in Springfield, VA, and intermittent travel as needed. You will lead a large, 24x7 Service Desk operation serving 85,000 users and oversee VIP requests from inception to resolution.

A Public Trust clearance is required. Responsibilities include strategy, stakeholder collaboration, and driving continuous service improvement across IT services.

Qualifications

• Bachelor's in a related field required.
• Experience leading a large 24x7x365 Service Desk supporting 85k users.
• Expertise in agent support tools including remote desktop, Active Directory, mobility console; test new apps/processes.
• Experience troubleshooting OS and COTS software; maintain Service Desk KB.
• Must be able to obtain/maintain Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation for comprehensive IT support.
• Oversees advanced agent support and testing of new applications and processes.
• Troubleshoots OS and COTS software issues; maintains the Service Desk KB.
• Documents work and resolutions in the ITSM tool; manages SR priority/escalation matrices.
• Delivers VIP support and audits VIP requests from start to finish.
• Leads major technology assignments and evaluates performance for improvement.
• Acts as a technical expert across multiple projects; may supervise others.

Skills

IT project management

Service Desk leadership

VIP support

Stakeholder collaboration

Team leadership

ITIL knowledge

Education

Bachelor's degree in related field

Tools

ITSM Tool

Active Directory

Remote desktop

Job description

GovCIO is hiring a Project Manager to support TSA. The role is primarily remote, with a base in Springfield, VA, and intermittent travel as needed. You will lead a large, 24x7 Service Desk operation serving 85,000 users and oversee VIP requests from inception to resolution.

A Public Trust clearance is required. Responsibilities include strategy, stakeholder collaboration, and driving continuous service improvement across IT services.