Remote IT Service Desk Program Manager

GovCIO; Sacramento (CA); 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 the TSA in a primarily remote role with some travel. The position requires leading a large 24x7x365 Service Desk and ensuring high-quality IT support across tiers, with VIP service accountability and strong stakeholder collaboration.

The ideal candidate has a related Bachelor's degree and 2–5 years of IT project management experience, plus expertise in AD, remote desktop, and mobility tools, and the ability to maintain a Public Trust clearance.

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, serving 85K users in an enterprise-wide setting, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2
• Possesses expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processes
• Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
• Clearance Required: Ability to maintain a Public Trust clearance

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2
• Oversees advanced agent support, including remote desktop, Active Directory, and mobility console support, plus testing of new applications and processes
• Troubleshoots OS and COTS software issues and manages the Service Desk Knowledge Base (KB) for optimal support
• Implements and documents SR priority and escalation matrices in the ITSM Tool
• Ensures VIP support, develops processes for enhanced service, and conducts audits of VIP requests
• Plans and leads major technology assignments
• Evaluates performance results and recommends changes affecting short-term project growth and success
• Functions as a technical expert across multiple project assignments
• May supervise others
• Demonstrates leadership, strategic planning, and communication for effective team management and continuous service improvement

Skills

IT project management

24x7x365 Service Desk

VIP support

Leadership

Stakeholder collaboration

Education

Bachelor's in related field

Tools

Active Directory

Remote Desktop

Mobility console

ITSM Tool

Job description

GovCIO is seeking a Project Manager to support the TSA in a primarily remote role with some travel. The position requires leading a large 24x7x365 Service Desk and ensuring high-quality IT support across tiers, with VIP service accountability and strong stakeholder collaboration.

The ideal candidate has a related Bachelor's degree and 2–5 years of IT project management experience, plus expertise in AD, remote desktop, and mobility tools, and the ability to maintain a Public Trust clearance.