Remote IT Service Desk Supervisor & SPOC Lead

GovCIO; Augusta (ME); 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 recruiting a SPOC Shift Supervisor to support our TSA Focus contract. This role is fully remote within the United States and will lead SPOC analysts in providing expert user support and 24x7 IT service desk coverage for a large enterprise environment.

Responsibilities include directing escalation processes, troubleshooting complex OS and COTS issues, maintaining knowledge base articles, monitoring ACD and queues, and ensuring first-contact resolution.

Qualifications

• Bachelor's with 8+ years (or commensurate experience).
• 8 years of general IT experience in a user support role.
• 5 years' experience in an IT service desk environment.
• Experience leading and managing a 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 advanced IT service desk skills, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365.
• Demonstrates skill and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support.
• Possesses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support.
• Provides advanced IT service desk support, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365.
• Uses skill and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support.
• Supports TSA GFE, mobility systems, and IT systems for both on-site and telework/remote users.
• Ensures all records identified for incident management and problem analysis are marked as related, accepts warm transfers from Tier 1, and assists in achieving first-call/contact resolution.
• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to identify critical or high-priority incidents impacting services immediately.
• Uses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams.

Skills

General IT experience

IT service desk

Service desk leadership

Remote desktop support

Analytical skills

Interpersonal communication

Education

Bachelor's degree

Job description

GovCIO is recruiting a SPOC Shift Supervisor to support our TSA Focus contract. This role is fully remote within the United States and will lead SPOC analysts in providing expert user support and 24x7 IT service desk coverage for a large enterprise environment.

Responsibilities include directing escalation processes, troubleshooting complex OS and COTS issues, maintaining knowledge base articles, monitoring ACD and queues, and ensuring first-contact resolution.