Trainer​/Knowlegde Manager

United States

Suitability/Public Trust

Fully remote

Information Technology

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.

• 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

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

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

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?

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…