The Project Manager leads and manages a 24x7x365 Service Desk operation, ensuring efficient IT support across multiple tiers for a large user base. They are responsible for strategic planning, VIP support, performance evaluation, and maintaining the Service Desk Knowledge Base.
GovCIO is currently hiring for a Project Manager to support the TSA. This position is located in Springfield, VA and may require intermittent travel, but will primarily be remote.
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 in a related field 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
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
