Remote Major Incident Lead — IT Crisis & Recovery Pro

GovCIO; Little Rock (AR); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning platform

Certification assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is hiring a SPOC Major Incident Lead for our TSA Focus contract. This fully remote role oversees complex IT incidents, coordinates incident management, and ensures rapid service restoration with clear government communications.

The candidate will monitor ACD metrics, maintain KBs, and perform trend analyses to drive problem management. DHS/TSA clearance is emphasized, with a posted salary range of $115k–$130k.

Qualifications

• HS Diploma with 9+ years (or commensurate experience).
• 8 years of experience as a senior service desk analyst in a large 24x7 operation.
• Expert oversight for complex IT incidents to ensure rapid service restoration.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on operations.
• Troubleshoot OS and COTS software issues; maintain KB articles; provide advanced remote desktop support.
• Coordinate, orchestrate, and manage major incident processes with timely updates to Government POCs.
• Monitor ACD, incidents, service requests, and queues to identify critical incidents.
• Update outage documentation and record in AARs; perform weekly/monthly trend analyses.
• Adapt to nonstandard problems with latitude to determine actions without supervision.

Skills

Major incident mgmt

IT incident resolution

Remote desktop support

KB management

OS troubleshooting

COTS software

Crisis communication

Education

High school diploma

Tools

KB articles tooling

Remote access tools

Job description

GovCIO is hiring a SPOC Major Incident Lead for our TSA Focus contract. This fully remote role oversees complex IT incidents, coordinates incident management, and ensures rapid service restoration with clear government communications.

The candidate will monitor ACD metrics, maintain KBs, and perform trend analyses to drive problem management. DHS/TSA clearance is emphasized, with a posted salary range of $115k–$130k.