Remote SPOC Shift Lead - 24/7 IT Service Desk

GovCIO; Carson City (NV); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform (certs

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a SPOC Shift Supervisor to lead a remote, enterprise-wide IT service desk supporting a TSA Focus contract. You will manage SPOC analysts, provide advanced escalation, and oversee remote desktop troubleshooting for complex OS and COTS issues.

The role requires a Bachelor's degree with 8+ years in IT and 5+ years in a service desk, with strong analytical and communication skills. US citizenship for DHS/TSA clearance is noted.

Qualifications

• 8 years of general IT experience in a user support role.
• 5 years' experience in an IT service desk environment.
• Experience leading and managing a 24x7x365 Service Desk operation, serving 85K users in an enterprise-wide setting.
• Possesses advanced IT service desk skills, serving as a primary escalation point for Tier 1 agents and providing 24x7x365 support.
• Demonstrates skill in remote desktop support to troubleshoot complex OS and COTS software issues; maintains KB articles.
• Strong analytical and problem-solving skills with excellent interpersonal and communication abilities.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support.
• Provides advanced IT service desk support, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365.
• Uses skill in remote desktop support to troubleshoot complex operating systems and COTS software issues and maintains Service Desk KB articles for optimal support.
• Supports TSA GFE, mobility systems, and IT systems for both on-site and telework/remote users.
• Ensures all incident records are properly categorized and facilitates first-call resolution.
• Monitors ACD, incidents, service requests, and queues to identify high-priority incidents.

Skills

IT service desk

Leadership

Remote desktop support

24x7x365 operations

Incident management

KB management

Customer support

Education

Bachelor's degree in IT or related field

Job description

GovCIO is hiring a SPOC Shift Supervisor to lead a remote, enterprise-wide IT service desk supporting a TSA Focus contract. You will manage SPOC analysts, provide advanced escalation, and oversee remote desktop troubleshooting for complex OS and COTS issues.

The role requires a Bachelor's degree with 8+ years in IT and 5+ years in a service desk, with strong analytical and communication skills. US citizenship for DHS/TSA clearance is noted.