Trainer / Knowlegde Manager

GovCIO; Augusta (ME); 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

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is currently hiring for a Trainer Knowlege Manager to support our newly awarded TSA Focus contract. This position will be located in the United States and will be fully remote.

The role serves as a SPOC shift lead, directing SPOC analysts, provides advanced IT service desk support, and maintains the Service Desk Knowledge Base to ensure quick, accurate end-user assistance 24/7. You will monitor queues, manage escalations, and collaborate with other IT teams to deliver seamless service for

Qualifications

• Bachelor's degree with 8+ years IT experience.
• 5 years in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk operation for 85K users.
• Advanced IT service desk skills as primary escalation point for Tier 1.
• Strong remote desktop support to troubleshoot OS/COTS issues.
• Strong analytical and problem-solving skills with excellent interpersonal communication.

Responsibilities

• SPOC shift lead for SPOC analysts providing expert user support.
• Provides advanced IT service desk support, serving as a primary escalation point for Tier 1 agents.
• Uses remote desktop support to troubleshoot complex OS and COTS issues; maintains KB articles.
• Supports TSA GFE, mobility systems, and IT systems for on-site and remote users.
• Ensures incident records are linked; accepts warm transfers; aids first-call resolution.
• Monitors ACD, incidents, service requests, and queues for high-priority issues.
• Collaborates with IT support teams to resolve complex problems.

Skills

IT support experience

Service desk management

Remote desktop support

Analytical skills

Communication skills

SPOC leadership

Education

Bachelor's degree

Job description

United States

Suitability/Public Trust

Fully remote

Information Technology

Overview

GovCIO is currently hiring for a Trainer Knowlege Manager to support our newly awarded TSA Focus contract. This position will be located in the United States and will be fully a remote.

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 and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support

• Supports TSA GFE, mobility systems, and IT systems for both on-site and telework/remote users

• Ensures all records identified for incident management and problem analysis are marked as related, accepts warm transfers from Tier 1, and assists in achieving first-call/contact resolution

• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to identify critical or high-priority incidents impacting services immediately

• Uses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams

Qualifications

Bachelor's with 8+ years (or commensurate experience)

• 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, 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 advanced IT service desk skills, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365

• Demonstrates skill and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support

• Possesses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams

Clearance Required: US citizenship is required to attain and maintain a DHS/TSA clearance

Posted Salary Range

USD $75,000.00 - USD $85,000.00 /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.