Remote SPOC: Major Incident Lead, IT Resilience

GovCIO

Augusta (ME)

Remote

USD 115,000 - 130,000

Full time

2 days ago

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Benefits offered by this job

Fully remote

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. This fully remote role requires expert oversight of complex IT incidents, rapid restoration of services, and coordination across teams. You will monitor ACD queues, maintain KB articles, and contribute to After Action Reports to improve future responses.

The position emphasizes senior incident management skills, crisis communication, and strong problem-management capabilities in a DHS/TSA context.

Qualifications

9+ years of experience in a senior service desk role or equivalent.
Experience as a senior service desk analyst in a large 24x7 operation.
Proven ability to oversee and resolve complex IT incidents and coordinate actions.
Strong troubleshooting for OS and COTS software; remote support expertise.
Excellent crisis management and team coordination skills.

Responsibilities

Provide expert oversight and resolution for complex IT incidents to restore services quickly.
Utilize advanced troubleshooting for OS and COTS issues and maintain KB articles.
Coordinate major incident management processes and hand-offs between staff.
Monitor ACD, incidents, service requests, and queues for priority incidents.
Update outage documentation and generate After Action Reports (AARs).
Increase proactive problem management through trend analysis and escalation.