Remote SPOC: Major Incident Lead

GovCIO; Lincoln (NE); 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. The role involves expert oversight of complex IT incidents, rapid service restoration, and high-level troubleshooting of OS and COTS software, with strong incident management and coordination responsibilities.

The position is fully remote and requires DHS/TSA clearance readiness, with a posted salary range of USD 115,000.00 to 130,000.00 per year.

Qualifications

• Senior service desk analyst experience in a large 24x7 operation.
• Expert oversight and resolution skills for complex IT incidents.
• Troubleshooting operating systems and COTS software issues.
• Strong interpersonal skills and ability to handle warm transfers and remote support.
• Orchestrating major incident management processes and timely communications.
• Documenting outages and creating After Action Reports (AARs).
• Analytical and decisive with crisis management and team coordination.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents, ensuring rapid service restoration.
• Troubleshoot OS and COTS issues and maintain KB articles for optimal support.
• Coordinate and manage major incident processes with timely updates to Government POCs.
• Monitor ACD, incidents, and queues to identify critical incidents.
• Update outage documentation and generate weekly/monthly incident trend analyses.
• Adapt to nonstandard problems with latitude to determine actions without supervision.

Skills

Senior service desk

Incident management

Troubleshooting OS/COTS

Customer communication

Major incident mgmt

Documentation

Crisis management

Education

HS Diploma

Job description

GovCIO is seeking a SPOC Major Incident Lead for the TSA Focus contract. The role involves expert oversight of complex IT incidents, rapid service restoration, and high-level troubleshooting of OS and COTS software, with strong incident management and coordination responsibilities.

The position is fully remote and requires DHS/TSA clearance readiness, with a posted salary range of USD 115,000.00 to 130,000.00 per year.