Senior IT Service Desk Lead - Remote Knowledge Manager

GovCIO; Lincoln (NE); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development platform

Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a Trainer Knowlege Manager for the TSA Focus contract. This fully remote role will support 85,000 users with expert IT service desk leadership and remote desktop proficiency.

Lead SPOC analysts, maintain the knowledge base, and ensure timely incident resolution for on-site and telework users while coordinating across IT teams. US citizenship is required to obtain DHS/TSA clearance.

Qualifications

• Bachelor's degree with 8+ years of IT experience.
• 8 years in general IT user support.
• 5+ years in an IT service desk environment.
• Experience leading 24/7 service desk for 85K users.
• Advanced IT service desk skills as primary escalation point for Tier 1 agents.
• Strong remote desktop support and KB management experience.

Responsibilities

• Lead SPOC analysts on shift to provide expert user support.
• Provide 24x7 IT service desk escalation and advanced support.
• Troubleshoot complex OS and COTS issues via remote desktop and manage KB articles.
• Support TSA GFE, mobility systems, and remote users.
• Ensure incident records are connected and enable first-call resolution.
• Monitor ACD, incidents, and queues for high-priority issues.

Skills

IT experience

Service Desk

24x7x365 support

Remote desktop support

Customer interaction

Education

Bachelor's degree

Tools

KB management

COTS software support

Job description

GovCIO is hiring a Trainer Knowlege Manager for the TSA Focus contract. This fully remote role will support 85,000 users with expert IT service desk leadership and remote desktop proficiency.

Lead SPOC analysts, maintain the knowledge base, and ensure timely incident resolution for on-site and telework users while coordinating across IT teams. US citizenship is required to obtain DHS/TSA clearance.