Remote IT Service Desk Project Lead

GovCIO; Frankfort (KY); 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 initiatives. The role is primarily remote, with occasional travel to Springfield, VA, and may require intermittent travel. It will lead a 24x7 Service Desk delivering IT support across Tier 0–Tier 2 for a large user base.

You will oversee advanced agent support, manage VIP requests, maintain the KB, and ensure proper incident escalation in the ITSM tool. Bachelor’s degree and 2–5 years of PM experience required; Public Trust clearance preferred.

Qualifications

• Bachelor's degree in a related field with 2-5 years IT project management experience.
• Experience leading and managing a large, 24x7x365 Service Desk operation serving 85K users.
• Expert capabilities in 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–Tier 2.
• Oversees advanced agent support, including remote desktop, Active Directory, and mobility console support.
• Troubleshoots OS and COTS software issues and maintains the KB for optimal support.
• Documents all work and resolutions in the ITSM Tool with proper escalation.
• Develops VIP support processes and audits VIP requests from inception to resolution.
• Plans major technology assignments and mentors team members.
• Evaluates performance results and recommends changes affecting growth.
• Acts as a technical expert across multiple projects; may supervise others.
• Demonstrates leadership, planning and communication to drive continuous improvement.

Skills

IT project management

Service Desk management

VIP support

Leadership

Stakeholder communication

Education

Bachelor's in a related field

Tools

ITSM Tool

Active Directory

Remote Desktop

Mobility Console

Job description

GovCIO is seeking a Project Manager to support TSA initiatives. The role is primarily remote, with occasional travel to Springfield, VA, and may require intermittent travel. It will lead a 24x7 Service Desk delivering IT support across Tier 0–Tier 2 for a large user base.

You will oversee advanced agent support, manage VIP requests, maintain the KB, and ensure proper incident escalation in the ITSM tool. Bachelor’s degree and 2–5 years of PM experience required; Public Trust clearance preferred.