Remote Major Incident Lead – SPOC, IT Operations

GovCIO; City of Albany (NY); 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 seeking a SPOC Major Incident Lead for the TSA Focus contract. This fully remote role requires expert oversight of complex IT incidents, rapid restoration, and coordination across staff to communicate with Government points of contact.

You will monitor incident queues, maintain knowledge bases, and perform trend analysis for recurring issues, escalating to Problem Management as needed. US citizenship for DHS/TSA clearance is required.

Qualifications

• HS Diploma with 9+ years (or commensurate experience)
• Experience leading 24x7 service desk operations
• Expert oversight and resolution skills for complex IT incidents
• Strong written and verbal communication for crisis management and coordination

Responsibilities

• Provide expert oversight and resolution for complex IT incidents to restore services quickly
• Troubleshoot operating systems and COTS software; maintain Service Desk KB articles
• Coordinate major incident management processes and hand-offs between staff
• Communicate critical/high-priority incidents to Government points of contact with timely updates
• Monitor ACD, incidents, service requests, and queues to identify priorities
• Update outage documentation and produce After Action Reports; perform trend analysis

Skills

Major incident management

Remote desktop support

Troubleshooting OS & COTS

Crisis management

Documentation & AARs

Education

HS Diploma

Tools

KB articles

ACD monitoring

Job description

GovCIO is seeking a SPOC Major Incident Lead for the TSA Focus contract. This fully remote role requires expert oversight of complex IT incidents, rapid restoration, and coordination across staff to communicate with Government points of contact.

You will monitor incident queues, maintain knowledge bases, and perform trend analysis for recurring issues, escalating to Problem Management as needed. US citizenship for DHS/TSA clearance is required.