Remote SPOC Shift Lead - 24/7 IT Service Desk

GovCIO; Lincoln (NE); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development and cert prep

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 24x7 IT service desk supporting TSA focus contract. The role is fully remote across the United States, managing a team of SPOC analysts and ensuring rapid incident response for Tier 0–2 support.

The ideal candidate will have a Bachelor's degree with 8+ years IT/user support experience, including 5+ years in a service desk and prior 24x7x365 leadership for ~85K users. DHS/TSA clearance is required.

Qualifications

• Bachelor's degree required with 8+ years in IT/user support
• 8+ years general IT experience in a user support role
• 5+ years IT service desk experience
• Experience leading 24x7x365 Service Desk supporting ~85K users in an enterprise environment
• Primary escalation point for Tier 1 agents, 24x7x365 support
• Strong analytical and communication skills for end-user interactions and cross-team collaboration

Responsibilities

• Lead SPOC analysts and organize daily shift operations
• Provide advanced IT service desk support and act as main escalation point
• Troubleshoot complex OS and COTS issues via remote desktop
• Support TSA GFE, mobility systems, and IT systems for on-site and remote users
• Ensure incident records are correctly linked and facilitate first-call resolution
• Monitor ACD, incidents, requests, and queues to identify high-priority issues

Skills

IT service desk

24x7 support

Remote desktop

Customer support

Education

Bachelor's degree

Tools

Remote desktop tools

Job description

GovCIO is hiring a SPOC Shift Supervisor to lead a 24x7 IT service desk supporting TSA focus contract. The role is fully remote across the United States, managing a team of SPOC analysts and ensuring rapid incident response for Tier 0–2 support.

The ideal candidate will have a Bachelor's degree with 8+ years IT/user support experience, including 5+ years in a service desk and prior 24x7x365 leadership for ~85K users. DHS/TSA clearance is required.