Remote SPOC: Major Incident Lead

GovCIO; Northern (KY); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Fully remote

Job summary

GovCIO is seeking a SPOC Major Incident Lead for a TSA Focus contract. This fully remote role requires expert incident management, OS troubleshooting, and strong collaboration with government stakeholders to ensure rapid service restoration and clear communications.

Responsibilities include coordinating major incident processes, maintaining KB articles, and performing trend analysis to drive Problem Management improvements. DHS/TSA clearance is highlighted as a requirement.

Qualifications

• Experience leading major IT incident management efforts.
• Proven ability to coordinate cross-functional teams under pressure.
• Strong knowledge of IT service management processes.
• Proficient in remote support and troubleshooting across OS and software.
• Experience with government or DHS/TSA environments is a plus.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents.
• Coordinate hand-offs and communicate updates to government points of contact.
• Monitor ACD, incidents, and service requests to identify high-priority issues.
• Update outage documentation and After Action Reports (AARs).
• Analyze recurring incidents and contribute to Problem Management.

Skills

Incident Management

Remote Desktop Support

Troubleshooting OS

COTS software

KB Management

Crisis communication

Education

High School Diploma

Tools

ACD

Service Desk KB

Job description

GovCIO is seeking a SPOC Major Incident Lead for a TSA Focus contract. This fully remote role requires expert incident management, OS troubleshooting, and strong collaboration with government stakeholders to ensure rapid service restoration and clear communications.

Responsibilities include coordinating major incident processes, maintaining KB articles, and performing trend analysis to drive Problem Management improvements. DHS/TSA clearance is highlighted as a requirement.