Remote SPOC Major Incident Lead

GovCIO

Salt Lake City (UT)

Remote

USD 115,000 - 130,000

Full time

46 hours ago

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Job summary

GovCIO is seeking a SPOC Major Incident Lead for our TSA Focus contract. This fully remote role provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal business impact.

You will monitor incident queues, coordinate major incident processes, update AARs, and communicate with Government points of contact. Requires 9+ years in service desk/incident management and strong troubleshooting, crisis management, and remote support skills.

Qualifications

9+ years of experience in a senior service desk or incident management role.
Expert oversight for complex IT incidents ensuring rapid restoration.
Proficient in troubleshooting OS and COTS software.
Strong interpersonal skills with first-call resolution and remote support.
Experience updating outages, AARs, and trend analysis.
Ability to work with latitude to determine actions.

Responsibilities

Provide expert oversight and resolution for complex IT incidents.
Troubleshoot OS and COTS software; maintain KB articles.
Coordinate major incident management and hand-offs.
Monitor ACD, incidents, service requests to identify critical issues.
Update outage documentation and perform trend analysis; escalate to Problem Management.
Adapt to nonstandard problems with minimal supervision.