Remote IT Service Desk Project Lead - VIP Support

GovCIO; Columbia (SC); Remote; USD 82,000 - 116,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning platform

Certification assistance

Referral program

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is seeking a Project Manager to support the TSA. The role is primarily remote with occasional travel, located in the United States, with some duties in Springfield, VA.

You will lead a large, 24x7x365 Service Desk, oversee advanced agent support, and ensure VIP service for high-priority requests. The ideal candidate has 2–5 years of IT project management experience, a Bachelor’s degree in a related field, 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
• 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
• Ensures the effective implementation and application of Service Request (SR) priority and escalation matrices, meticulously documenting all work and resolution steps in the ITSM Tool
• Ensures exceptional VIP support, develops processes for enhanced service, oversees all VIP requests from inception to resolution, and conducts regular audits
• Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments
• Plans and leads major technology assignments
• Evaluates performance results and recommends major changes affecting short-term project growth and success
• Functions as a technical expert across multiple project assignments
• May supervise others
• Possesses outstanding leadership, strategic planning, and communication skills, enabling effective team management, stakeholder collaboration, and continuous service improvement

Skills

IT project management

Service Desk leadership

VIP support

Stakeholder communication

Education

Bachelor's in a related field

Job description

GovCIO is seeking a Project Manager to support the TSA. The role is primarily remote with occasional travel, located in the United States, with some duties in Springfield, VA.

You will lead a large, 24x7x365 Service Desk, oversee advanced agent support, and ensure VIP service for high-priority requests. The ideal candidate has 2–5 years of IT project management experience, a Bachelor’s degree in a related field, and the ability to maintain a Public Trust clearance.