Remote Training & Knowledge Manager — IT Service Desk Lead

GovCIO; Honolulu (HI); 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

Job summary

GovCIO is seeking a Trainer Knowlege Manager to support the TSA Focus contract. The role is fully remote and located in the United States, requiring US citizenship to obtain DHS/TSA clearance.

You will lead a 24x7 service desk, provide expert user support, and ensure knowledge base quality across Tier 0–Tier 2 support. Minimum qualifications include a bachelor's degree with 8+ years IT experience, including leadership of a 24x7 service desk supporting up to 85K users.

Qualifications

• 8 years of general IT experience in a user support role.
• 5 years’ experience in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk operation for a large enterprise.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support.
• Provides advanced IT service desk support, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365.
• Uses skill in remote desktop support to troubleshoot complex OS and COTS issues and maintain KB articles for optimal support.
• Supports TSA GFE, mobility systems, and IT systems for on-site and telework/remote users.
• Ensures records for incident management are properly related and assists in achieving first-call resolution.
• Monitors ACD, incidents, service requests, and queues to identify critical incidents.
• Uses analytical and problem-solving skills for complex issue resolution and collaborates with IT teams.

Skills

SPOC leadership

24x7 IT service desk

Remote desktop support

KB management

Education

Bachelor's degree

Tools

Remote Desktop

Job description

GovCIO is seeking a Trainer Knowlege Manager to support the TSA Focus contract. The role is fully remote and located in the United States, requiring US citizenship to obtain DHS/TSA clearance.

You will lead a 24x7 service desk, provide expert user support, and ensure knowledge base quality across Tier 0–Tier 2 support. Minimum qualifications include a bachelor's degree with 8+ years IT experience, including leadership of a 24x7 service desk supporting up to 85K users.