SPOC Manager

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 $ /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  be presented during each interview

+ During the Hiring Process

+ Enhanced Biometrics  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…