SPOC Manager

GovCIO; United States; Remote; USD 82,000 - 116,000; Full time

Job summary

GovCIO is seeking a remote Project Manager to support the TSA, overseeing a large, 24x7 IT Service Desk and VIP support operations. You will manage senior stakeholders, drive improvements, and ensure compliant IT service delivery across Tier 0–2 support roles.

The role requires a Bachelor's degree with 2–5 years of IT project management experience, strong leadership, and an ability to maintain a Public Trust clearance. It offers full-time remote work with enterprise-scale responsibilities.

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.
• Expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside testing of new applications and processes.
• Adept at troubleshooting operating system and 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.

Responsibilities

• Leads and manages a large, 24x7x365 Service Desk operation, ensuring continuous IT support across Tier 0-2.
• Oversees advanced agent support including remote desktop, Active Directory, and mobility console support, plus testing of new apps and processes.
• Troubleshoots OS and COTS issues and maintains the Service Desk Knowledge Base for optimal support.
• Ensures effective SR priority and escalation matrices are applied and documents work in the ITSM Tool.
• Provides VIP support processes from inception to resolution and conducts regular audits.
• Plans and leads major technology assignments and evaluates performance for growth.

Skills

Project management

Leadership

Stakeholder collaboration

IT service delivery

Education

Bachelor's degree

Tools

ServiceNow ITSM

Active Directory

Remote Desktop

Knowledge Base (KB)

Job description

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.