SPOC Manager

United States

Suitability/Public Trust

Fully remote

Information Technology

GovCIO is currently hiring for a remote Project Manager to support the TSA.

• 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

• 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

USD $81,850.00 - USD $ /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 provided in your application

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…