Remote Major Incident Lead – IT Crisis & Coordination

GovCIO; Topeka (KS); Remote; USD 115,000 - 130,000; 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 Major Incident Lead for the TSA Focus contract. The role provides expert oversight for complex IT incidents, ensuring rapid restoration and minimal business impact, with strong skills in troubleshooting, KB management, and remote support.

The incumbent coordinates incident management processes, communicates updates to Government points of contact, and analyzes trends to drive Problem Management.

Qualifications

• HS Diploma required with 9+ years or commensurate experience.
• 8 years’ experience as a senior service desk analyst in a large 24x7 operation.
• Expert oversight and resolution skills for complex IT incidents.
• Ability to troubleshoot OS and COTS software issues and provide remote support.
• Strong interpersonal skills and crisis management/communication abilities.
• Ability to document outages, produce AARs, and perform trend analysis.

Responsibilities

• Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration.
• Uses advanced skills to troubleshoot OS and COTS software, maintains KB articles, provides remote desktop support.
• Coordinates and manages major incident processes, develops hand-offs between staff, and notifies Government points of contact with updates.
• Monitors ACD, incidents, service requests, and queues to identify critical/high-priority issues.
• Updates outage documentation, records information in AARs, and performs weekly/monthly trend analysis.
• Adapts quickly to nonstandard problems, devising action plans with latitude to act.

Skills

Incident management

Troubleshooting

Remote support

Crisis communication

Documentation

Education

High school diploma

Tools

KB management

ACD monitoring

Remote desktop

Job description

GovCIO is hiring a SPOC Major Incident Lead for the TSA Focus contract. The role provides expert oversight for complex IT incidents, ensuring rapid restoration and minimal business impact, with strong skills in troubleshooting, KB management, and remote support.

The incumbent coordinates incident management processes, communicates updates to Government points of contact, and analyzes trends to drive Problem Management.