Remote IT Service Desk Program Manager (VIP Support)
GovCIO
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Benefits offered by this job
Job summary
GovCIO seeks a Project Manager to support TSA with a primary remote role and occasional travel to Springfield, VA. The position oversees a large, 24x7x365 IT service desk and VIP support, ensuring rapid, high-quality IT assistance across Tier 0–2 and coordinating with stakeholders across government IT operations.
The ideal candidate has a Bachelor's degree in a related field and 2–5 years of IT project management experience, with proven leadership and strong communication skills to drive
Qualifications
- Bachelor's in a related field with 2-5 years of IT project management experience.
- Experience leading and managing a large, 24x7x365 Service Desk operation serving 85K users.
- Expert capabilities in overseeing agent support including remote desktop, Active Directory, and mobility console support.
- Clearance required: ability to maintain a Public Trust clearance.
Responsibilities
- Leads and manages a large, 24x7x365 Service Desk operation across Tier 0-2.
- Oversees advanced agent support and testing of new applications and processes.
- Maintains Service Desk Knowledge Base (KB) for optimal support and issue resolution.
- Documents all work and resolutions in the ITSM Tool and manages priority/escalation matrices.
- Provides VIP support from inception to resolution, with regular audits and process improvements.
- Plans and leads major technology assignments and evaluates performance to drive growth.
Skills
Education
Tools
Job description
GovCIO seeks a Project Manager to support TSA with a primary remote role and occasional travel to Springfield, VA. The position oversees a large, 24x7x365 IT service desk and VIP support, ensuring rapid, high-quality IT assistance across Tier 0–2 and coordinating with stakeholders across government IT operations.
The ideal candidate has a Bachelor's degree in a related field and 2–5 years of IT project management experience, with proven leadership and strong communication skills to drive
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