Remote VIP Service Desk Manager

GovCIO; Richmond (VA); Remote; USD 82,000 - 116,000; Full time

Benefits offered by this job

Employee Assistance Program

Corporate Discounts

Learning & Development

Certification assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a remote Project Manager to support TSA, overseeing a 24x7 Service Desk and VIP requests. The role requires IT project management experience, leadership across Tier 0–2, and the ability to obtain Public Trust clearance.

You will manage complex incidents, test new apps, maintain the knowledge base, and ensure high-quality IT service delivery for 85K+ users in a federal context.

Qualifications

• Bachelor's with 2-5 years of IT project management experience.
• Experience leading a large, 24x7x365 Service Desk supporting 85K users.
• Expert in remote desktop, Active Directory and mobility console support.
• Strong troubleshooting of OS and COTS software; maintain Service Desk KB.
• Ability to obtain and maintain Public Trust clearance.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation across multiple tiers.
• Oversees advanced agent support and testing of new apps and processes.
• Troubleshoots OS and COTS software issues and maintains the KB for optimal support.
• Implements SR priority/escalation matrices and documents work in ITSM.
• Provides VIP support and audits VIP requests from start to finish.
• Plans and leads major technology assignments and evaluates performance.
• Serves as a technical expert across multiple projects; may supervise others.

Skills

IT project management

Service desk leadership

Leadership

Stakeholder collaboration

Communication skills

Public Trust clearance

Education

Bachelor's degree in IT or equivalent

Tools

Active Directory

Remote desktop

Mobility console support

ITSM knowledge base

Job description

GovCIO is hiring a remote Project Manager to support TSA, overseeing a 24x7 Service Desk and VIP requests. The role requires IT project management experience, leadership across Tier 0–2, and the ability to obtain Public Trust clearance.

You will manage complex incidents, test new apps, maintain the knowledge base, and ensure high-quality IT service delivery for 85K+ users in a federal context.