Remote SPOC: Major Incident Lead for IT Crises

GovCIO; Helena (MT); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a SPOC Major Incident Lead for a TSA Focus contract. The role provides expert oversight for complex IT incidents, restores services rapidly, and maintains knowledge base and remote support readiness.

The candidate will coordinate incident management, communicate with Government points, monitor ACD and queues, and perform trend analysis to drive Problem Management. DHS/TSA clearance relevant, remote work available.

Qualifications

• 9+ years of experience, or commensurate experience, with a high-seniority IT operations role.
• Experience as a senior service desk analyst in a large 24x7 environment is preferred.
• Expert oversight and resolution of complex IT incidents to restore services quickly.
• Strong ability to troubleshoot OS and COTS software and support KB management.
• Excellent communication for crisis management and coordinated incident response.

Responsibilities

• Provide expert guidance for complex IT incidents, ensuring rapid restoration and minimal business impact.
• Troubleshoot operating systems and COTS software; maintain Service Desk KB articles and provide remote desktop support.
• Lead major incident management processes; establish coordination handoffs and timely government point-of-contact updates.
• Monitor ACD, incidents, service requests, and queues to identify high-priority issues.
• Update outages documentation and After Action Reports; perform trend analysis for problem management.
• Operate with latitude in solving nonstandard problems and avoid supervisory review delays.

Skills

Incident management

Troubleshooting OS

COTS software

KB articles

Remote desktop support

Crisis management

Team coordination

Education

HS Diploma

Tools

Remote Desktop

ACD monitoring

Job description

GovCIO is hiring a SPOC Major Incident Lead for a TSA Focus contract. The role provides expert oversight for complex IT incidents, restores services rapidly, and maintains knowledge base and remote support readiness.

The candidate will coordinate incident management, communicate with Government points, monitor ACD and queues, and perform trend analysis to drive Problem Management. DHS/TSA clearance relevant, remote work available.