Remote IT Service Desk Program Manager

GovCIO; Saint Paul (MN); Remote; USD 81,000 - 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. This role is primarily remote with occasional travel to Springfield, VA. The position requires coordinating a large 24x7 Service Desk and delivering top-tier IT support across Tier 0–Tier 2, plus VIP care and governance of ITSM processes.

The ideal candidate will lead complex technology assignments, ensure service improvement, and collaborate with stakeholders to enhance performance while maintaining security clearances.

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 across 85K users
• Expert capabilities in overseeing advanced agent support (remote desktop, Active Directory, mobility console) and testing new apps
• Adept at troubleshooting OS and COTS software and managing the Service Desk KB
• Clearance required: ability to maintain a Public Trust clearance

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across Tier 0–Tier 2
• Oversees advanced agent support and testing of new applications
• Troubleshoots OS and COTS software; maintains Service Desk knowledge base
• Manages SR priorities and escalations in the ITSM tool
• Ensures VIP support processes from inception to resolution and conducts audits
• Applies knowledge across tasks and plans major technology assignments
• Evaluates performance and recommends changes for short-term growth
• Acts as technical expert across multiple projects; may supervise others
• Exhibits leadership, planning, and communication to drive improvement

Skills

Project management

IT service desk

VIP support

Leadership

Stakeholder comms

ITSM tools

Remote support

Education

Bachelor's in IT/CS

Tools

Active Directory

Remote Desktop

Mobility Console

ITSM Tool

Job description

GovCIO is seeking a Project Manager to support the TSA. This role is primarily remote with occasional travel to Springfield, VA. The position requires coordinating a large 24x7 Service Desk and delivering top-tier IT support across Tier 0–Tier 2, plus VIP care and governance of ITSM processes.

The ideal candidate will lead complex technology assignments, ensure service improvement, and collaborate with stakeholders to enhance performance while maintaining security clearances.