Remote IT Service Desk Trainer & Knowledge Manager

GovCIO; Carson City (NV); Remote; USD 75,000 - 85,000; 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 Trainer Knowledge Manager to support the TSA Focus contract. This fully remote role is based in the United States and requires DHS/TSA clearance eligibility. You will lead a 24x7 service desk, coordinate tiered IT support, and ensure knowledge base accuracy for rapid issue resolution.

The position emphasizes strong communication, analytical skills, and end-user focus, with enterprise-wide impact and opportunities for career growth.

Qualifications

• Bachelor’s degree with 8+ years IT experience or commensurate experience.
• 8 years of IT experience in a user support role.
• 5 years experience in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk for 85K users.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading analysts in providing expert user support.
• Provides advanced IT service desk support as primary escalation point for Tier 1 agents 24x7x365.
• Uses remote desktop skills to troubleshoot complex OS and COTS software issues.
• Maintains Service Desk KB articles for optimal support.
• Supports TSA GFE, mobility systems, and IT systems for remote users.
• Ensures records are marked for incident management and assists in first-call resolution.
• Monitors ACD, incidents, and queues to identify high-priority incidents.

Skills

IT service desk leadership

Remote desktop support

Analytical thinking

End-user support

Communication skills

Team coordination

Education

Bachelor's degree

Tools

KB management

SPOC tools

Job description

GovCIO is seeking a Trainer Knowledge Manager to support the TSA Focus contract. This fully remote role is based in the United States and requires DHS/TSA clearance eligibility. You will lead a 24x7 service desk, coordinate tiered IT support, and ensure knowledge base accuracy for rapid issue resolution.

The position emphasizes strong communication, analytical skills, and end-user focus, with enterprise-wide impact and opportunities for career growth.