Remote SPOC: Major Incident Lead

GovCIO

United States

Remote

USD 115,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

EAP

Corporate Discounts

Learning & Development platform

Training, Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a SPOC Major Incident Lead for the TSA Focus contract. The role provides expert oversight and resolution for complex IT incidents, coordinating incident management processes and ensuring rapid service restoration while minimizing business impact.

The position requires extensive troubleshooting of operating systems and COTS software, maintaining the Service Desk KB, and delivering advanced remote desktop support. This is a fully remote opportunity with national scope.

Qualifications

9+ years related experience in large 24x7 service environments.
Expert oversight and resolution of complex IT incidents with rapid restoration.
Proficient in OS troubleshooting, COTS software issues, and KB management.
Strong interpersonal skills and ability to coordinate with government points of contact.
Experience with crisis management, incident trend analysis, and AAR documentation.

Responsibilities

Provide expert oversight for major IT incidents and ensure rapid service restoration.
Troubleshoot OS issues and COTS software, maintain KB articles for support.
Coordinate major incident management processes and hand-offs between staff.
Monitor ACD and queues to quickly identify critical incidents and maintain records.
Update outage documentation and perform trend analysis for Problem Management.
Adapt to nonstandard problems with latitude on actions and communication.