Remote Regional IT Service Desk Project Lead

GovCIO; Dover (DE); Remote; USD 82,000 - 116,000; Full time

Job summary

GovCIO is seeking a Project Manager to support TSA with a primarily remote role, located in Springfield, VA, with intermittent travel. The position requires 2–5 years of IT project management experience and a Public Trust clearance.

Responsibilities include leading a large 24x7x365 Service Desk, overseeing agent support, and ensuring high-quality IT services across Tier 0–Tier 2. The ideal candidate will manage VIP requests, maintain the KB, and drive continuous service improvements while

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
• 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
• Oversees remote desktop, Active Directory, and mobility console support, plus testing of new applications
• Adept at troubleshooting operating system and COTS software issues; maintains the Service Desk KB for optimal support
• Implements and applies SR priority and escalation matrices; documents work in ITSM Tool
• Ensures VIP support, manages VIP requests from inception to resolution, and conducts audits
• Plans and leads major technology assignments
• Evaluates performance results and recommends changes for growth
• Functions as a technical expert across multiple project assignments
• May supervise others
• Demonstrates leadership, strategic planning, and communication for team management

Skills

IT project management

Service desk management

VIP support

Leadership

Education

Bachelor's in related field

Job description

GovCIO is seeking a Project Manager to support TSA with a primarily remote role, located in Springfield, VA, with intermittent travel. The position requires 2–5 years of IT project management experience and a Public Trust clearance.

Responsibilities include leading a large 24x7x365 Service Desk, overseeing agent support, and ensuring high-quality IT services across Tier 0–Tier 2. The ideal candidate will manage VIP requests, maintain the KB, and drive continuous service improvements while