Remote 24/7 IT Service Desk Supervisor

GovCIO; Montpelier (VT); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a SPOC Shift Supervisor to lead a remote 24x7 IT service desk for TSA-focused operations. The role demands strong leadership, enterprise-level support, and the ability to manage complex escalations while ensuring high-quality user assistance.

Applicants should have a Bachelor's degree with extensive IT support experience, including remote desktop troubleshooting and knowledge-base maintenance, to drive first-contact resolution across a large user base.

Qualifications

• Bachelor's degree with 8+ years IT in a user support role.
• 8 years general IT experience in a user support role.
• 5 years in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk supporting 85K users.
• Advanced IT service desk skills as a primary escalation point for Tier 1.
• Proficient in remote desktop support and KB management for optimal support.
• Strong analytical and communication skills for cross-team collaboration.

Responsibilities

• Lead SPOC analysts, organizing and directing a 24x7 support operation.
• Provide advanced IT service desk support and primary escalation for Tier 1.
• Troubleshoot complex OS and COTS issues via remote desktop.
• Maintain Service Desk KB articles for effective knowledge sharing.
• Support TSA GFE, mobility systems for on-site and remote users.
• Monitor ACD, incidents, and queues to flag high-priority issues.
• Aim for first-call resolution through strong collaboration.

Skills

IT service desk

24x7 support

Remote desktop

Analytical thinking

Communication

Leadership

Education

Bachelor's degree

Job description

GovCIO is hiring a SPOC Shift Supervisor to lead a remote 24x7 IT service desk for TSA-focused operations. The role demands strong leadership, enterprise-level support, and the ability to manage complex escalations while ensuring high-quality user assistance.

Applicants should have a Bachelor's degree with extensive IT support experience, including remote desktop troubleshooting and knowledge-base maintenance, to drive first-contact resolution across a large user base.