Remote SPOC: Major Incident Lead

GovCIO; Austin (TX); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Flexible Work Environment

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Job summary

GovCIO is seeking a SPOC Major Incident Lead for the TSA Focus contract. This is a fully remote role delivering expert oversight to rapidly restore services and minimize business impact during complex IT incidents.

Applicants should have 9+ years in senior service desk/incidents, DHS/TSA clearance eligibility, and strong crisis-management communication. The posted salary range is $115,000 to $130,000 per year. GovCIO offers extensive benefits and flexible work options.

Qualifications

• HS Diploma or higher
• 9+ years in a senior service desk or incident management role
• Experience overseeing major IT incidents and crisis communication
• Strong troubleshooting of OS and COTS software and remote desktop support
• Excellent coordination and documentation through AARs and post-incident reviews

Responsibilities

• Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations
• Uses advanced skills at troubleshooting operating systems and COTS software, maintains KB articles, and provides advanced remote desktop support
• Coordinates major incident management processes and hand-offs, communicating with government points of contact with timely updates
• Monitors ACD, incidents, service requests, and queues to identify critical/high-priority incidents and ensure accurate records
• Updates outage documentation and records in AARs; performs weekly/monthly trend analysis for recurring incidents
• Adapts to nonstandard problems with latitude to decide on actions without supervisory review

Job description

GovCIO is seeking a SPOC Major Incident Lead for the TSA Focus contract. This is a fully remote role delivering expert oversight to rapidly restore services and minimize business impact during complex IT incidents.

Applicants should have 9+ years in senior service desk/incidents, DHS/TSA clearance eligibility, and strong crisis-management communication. The posted salary range is $115,000 to $130,000 per year. GovCIO offers extensive benefits and flexible work options.