Remote Regional IT Project Lead - 24/7 Service Desk

GovCIO

Springfield, Northern (VA, KY)

Hybrid

USD 82,000 - 116,000

Full time

9 days ago

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Job summary

GovCIO is recruiting a Project Manager to support the TSA from Springfield, VA. The role primarily remote with possible travel, overseeing a large, enterprise-wide IT service desk serving 85,000 users.

You will ensure high-quality IT support across Tier 0–Tier 2, manage advanced agent support including remote desktop and Active Directory, and supervise knowledge base maintenance and VIP service processes. A Public Trust clearance is required.

Qualifications

Bachelor's degree in a related field.
2-5 years of IT project management experience or commensurate experience.
Experience leading a large 24x7x365 Service Desk operation serving 85K users.
Experience overseeing advanced agent support and testing of new applications/processes.
Must be able to obtain/maintain Public Trust clearance.

Responsibilities

Lead and manage a large, 24x7x365 Service Desk operation delivering IT support across Tier 0–Tier 2.
Oversee advanced agent support including remote desktop, Active Directory, and mobility console support; test new applications and processes.
Troubleshoot OS and COTS software issues; maintain Service Desk KB for optimal support.
Document all work and resolutions in the ITSM tool; manage SR priority and escalation matrices.
Provide VIP support; develop processes for enhanced service and audit VIP requests from inception to resolution.
Plan and lead major technology assignments; evaluate performance and drive short-term project growth.
Serve as a technical expert across multiple projects; may supervise others; demonstrate leadership and stakeholder collaboration.