Remote SPOC: Major Incident Lead for IT Operations

GovCIO; Jackson (MS); 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 restoration, and high-priority incident coordination.

The position is fully remote, with a DHS/TSA clearance requirement and a focus on improving incident response across a 24x7 environment. The candidate will craft hand-off procedures, maintain knowledge bases, and perform trend analysis to elevate issues to Problem Management, while ensuring clear

Qualifications

• HS Diploma with 9+ years (or commensurate experience).
• 8 years of experience serving as a senior service desk analyst in a large 24x7 service desk operation.
• Experience overseeing and resolving complex IT incidents and coordinating communication with government points of contact.

Responsibilities

• Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration.
• Uses advanced skills at troubleshooting OS and COTS software issues and maintains KB articles for optimal support.
• Coordinates and manages major incident management processes with timely updates to government points of contact.
• Monitors ACD, incidents, service requests, and queues to identify critical/high-priority incidents.
• Updates documentation for outages and records information in AARs; conducts trend analysis for recurring incidents.
• Adapts to nonstandard problems, devising action plans with latitude in task execution.

Skills

Incident management

Remote desktop support

Troubleshooting

KB management

COTS software

Crisis communication

Analytical thinking

Team coordination

Education

High School 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 restoration, and high-priority incident coordination.

The position is fully remote, with a DHS/TSA clearance requirement and a focus on improving incident response across a 24x7 environment. The candidate will craft hand-off procedures, maintain knowledge bases, and perform trend analysis to elevate issues to Problem Management, while ensuring clear