Remote SPOC Shift Lead — 24/7 IT Support

GovCIO; Salem (OR); Remote; USD 75,000 - 85,000; 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 Shift Supervisor to support our TSA Focus contract. The role is based in the United States and is fully remote, with responsibilities spanning overseeing a 24/7 service desk and coordinating senior analysts to deliver expert user support.

Qualified candidates will have a Bachelor's degree and 8+ years IT experience, including leadership of a large enterprise help desk, strong remote desktop skills, and a track record of resolving complex incidents.

Qualifications

• Bachelor's degree with 8+ years of IT experience in user support.
• 8 years of IT experience in a user support role.
• Experience leading a 24/7 service desk for 85K users.

Responsibilities

• Lead SPOC analysts and coordinate 24/7 IT service desk operations.
• Provide advanced IT service desk support and primary escalation for Tier 1.
• Troubleshoot via remote desktop and maintain KB articles.
• Support TSA GFE, mobility systems, and remote users.
• Ensure incident management records are accurate and enable first-call resolution.
• Monitor ACD, incidents, and requests to identify high-priority issues.
• Collaborate with IT teams and communicate effectively with end-users.

Skills

Service desk leadership

24x7 support

Remote desktop support

Incident management

End-user support

Education

Bachelor's degree

Job description

GovCIO is seeking a SPOC Shift Supervisor to support our TSA Focus contract. The role is based in the United States and is fully remote, with responsibilities spanning overseeing a 24/7 service desk and coordinating senior analysts to deliver expert user support.

Qualified candidates will have a Bachelor's degree and 8+ years IT experience, including leadership of a large enterprise help desk, strong remote desktop skills, and a track record of resolving complex incidents.