OverviewGovCIO 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
Posted Salary RangeUSD $81,850.00 - USD $116,000.00 /Yr.
