Remote Major Incident Lead – IT Crisis Response

GovCIO; Montpelier (VT); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development

Education and Certification Assistance

Referral Bonus

Flexible Work Environment

Pet Insurance

Job summary

GovCIO seeks a SPOC Major Incident Lead for a TSA Focus contract. You will oversee and resolve complex IT incidents to ensure rapid service restoration and minimal business impact.

You will troubleshoot OS and COTS issues, maintain KB articles, and provide advanced remote desktop support. You will coordinate major incident processes, ensure timely updates to Government points of contact, monitor queues with ACD, and contribute to after-action reports and trend analyses.

Qualifications

• HS Diploma with 9+ years experience or commensurate experience.
• 8+ years as a senior service desk analyst in a large 24x7 operation.
• Expert oversight and resolution for complex IT incidents.
• Skilled at troubleshooting OS and COTS software issues, managing KB articles, and providing remote desktop support.
• Ability to coordinate and manage major incident processes with timely updates to government points of contact.
• Strong analytical and decision-making skills with crisis management ability.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents with rapid restoration.
• Troubleshoot OS and COTS software, maintain Service Desk KB articles, and provide advanced remote support.
• Coordinate major incident management processes and hand-offs between staff; communicate high-priority incidents to government contacts.
• Monitor ACD, incidents, service requests, and queues to identify critical/high-priority incidents.
• Update outage documentation and generate After Action Reports; perform trend analysis for recurring incidents.
• Adapt to nonstandard problems and determine action with latitude, often without supervisor review.

Skills

Major incident mgmt

Troubleshooting OS

KB management

Remote desktop support

COTS software

Crisis management

Communication skills

Problem management

Analytical decision-making

Education

High School Diploma

Tools

ACD

Remote Desktop

COTS software

Job description

GovCIO seeks a SPOC Major Incident Lead for a TSA Focus contract. You will oversee and resolve complex IT incidents to ensure rapid service restoration and minimal business impact.

You will troubleshoot OS and COTS issues, maintain KB articles, and provide advanced remote desktop support. You will coordinate major incident processes, ensure timely updates to Government points of contact, monitor queues with ACD, and contribute to after-action reports and trend analyses.