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 2Possesses expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processesAdept 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 supportEnsures the effective implementation and application of Service Request (SR) priority and escalation matrices, meticulously documenting all work and resolution steps in the ITSM ToolEnsures exceptional VIP support, develops processes for enhanced service, oversees all VIP requests from inception to resolution, and conducts regular auditsPossesses and applies a comprehensive knowledge across key tasks and high-impact assignmentsPlans and leads major technology assignmentsEvaluates performance results and recommends major changes affecting short-term project growth and successFunctions as a technical expert across multiple project assignmentsMay supervise othersPossesses 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 2Possesses expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processesAdept 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 supportClearance Required: Ability to maintain a Public Trust clearance Posted Salary Range: USD $81,850.00 - USD $116,000.00 /Yr.