SPOC 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

United States

Suitability/Public Trust

Fully remote

Information Technology

Overview

GovCIO is currently hiring for a remote Project Manager to support the TSA.

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
• 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
• Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
• Ensures the effective implementation and application of Service Request (SR) priority and escalation matrices, meticulously documenting all work and resolution steps in the ITSM Tool
• Ensures exceptional VIP support, develops processes for enhanced service, oversees all VIP requests from inception to resolution, and conducts regular audits
• Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments
• Plans and leads major technology assignments
• Evaluates performance results and recommends major changes affecting short-term project growth and success
• Functions as a technical expert across multiple project assignments
• May supervise others
• Possesses outstanding leadership, strategic planning, and communication skills, enabling effective team management, stakeholder collaboration, and continuous service improvement

Qualifications

• Bachelor's 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
• Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
• Clearance Required: Ability to maintain a Public Trust clearance

Posted Salary Range

USD $81,850.00 - USD $116,000.00 /Yr.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview
• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.