SPOC Manager

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 $116,000.00 /Yr.