Remote IT Service Desk Program Manager

GovCIO; Springfield (IL); 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 TSA with a primarily remote role, located near Springfield, VA, with potential travel. You will lead a large 24x7 Service Desk, oversee remote/AD/mobility support, and ensure quality IT service delivery. A Public Trust clearance is required.

You will coordinate VIP requests, implement escalation processes, audit results, and mentor staff while driving continuous service improvements in a fast-paced environment.

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 enterprise-wide.
• Expert capabilities overseeing agent support including remote desktop, AD, mobility console; testing of new apps and processes.
• Clearance: Ability to maintain a Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation delivering IT support across Tier 0-2.
• Oversees remote desktop, Active Directory, and mobility console support; tests new applications.
• Troubleshoots OS and COTS software issues; maintains the Service Desk KB for optimal support.
• Implements and documents SR priority/escalation matrices in the ITSM tool.
• Provides VIP support; manages VIP requests from inception to resolution and conducts audits.
• Leads major technology assignments; evaluates performance to drive growth and improvement.

Skills

IT project management

Service Desk operations

Leadership

VIP support

ITIL/ITSM

Education

Bachelor's in a related field

Tools

Active Directory

Remote Desktop

Mobility Console

ITSM Tool

Job description

GovCIO is seeking a Project Manager to support TSA with a primarily remote role, located near Springfield, VA, with potential travel. You will lead a large 24x7 Service Desk, oversee remote/AD/mobility support, and ensure quality IT service delivery. A Public Trust clearance is required.

You will coordinate VIP requests, implement escalation processes, audit results, and mentor staff while driving continuous service improvements in a fast-paced environment.