Remote SPOC Shift Lead - 24/7 IT Service Desk

GovCIO; Northern (KY); Hybrid; USD 75,000 - 85,000; Full time

Job summary

GovCIO is hiring a SPOC Shift Supervisor to support the TSA Focus contract. The role is fully remote within the United States, overseeing a 24x7x365 IT service desk operation for 85K users and ensuring high-quality end-user support.

You will serve as the primary escalation point for Tier 1, manage incident records, and coordinate with other IT teams while leveraging strong analytical and communication skills to deliver efficient service desk operations.

Qualifications

• 8+ years of IT experience in a user support role.
• 5+ years in an IT service desk environment.

Responsibilities

• Organizes, directs, and leads SPOC analysts in user support.
• Provides advanced IT service desk support as primary escalation point 24x7x365.
• Maintains and updates Service Desk KB articles for optimal support.
• Supports TSA GFE, mobility systems, and IT for on-site and remote users.
• Ensures records for incident management are properly linked and facilitates first-call resolution.
• Monitors incident queues and escalations to identify high-priority issues.

Skills

IT service desk

Remote desktop support

Leadership

Incident management

Customer interaction

Education

Bachelor's degree

Tools

ACD monitoring

Job description

GovCIO is hiring a SPOC Shift Supervisor to support the TSA Focus contract. The role is fully remote within the United States, overseeing a 24x7x365 IT service desk operation for 85K users and ensuring high-quality end-user support.

You will serve as the primary escalation point for Tier 1, manage incident records, and coordinate with other IT teams while leveraging strong analytical and communication skills to deliver efficient service desk operations.