Remote SPOC Shift Lead – IT Service Desk

GovCIO; Cheyenne (WY); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development

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 lead a 24x7x365 IT service desk supporting a TSA Focus contract. The role is fully remote, with responsibilities spanning incident management, escalation, knowledge-base maintenance, and high-availability operations for 85K users.

The ideal candidate will have 8+ years in IT, strong leadership, and exceptional communication skills to coordinate analysts and collaborate with cross-functional teams.

Qualifications

• Bachelor's with 8+ years (or commensurate experience).
• 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, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2.
• Possesses advanced IT service desk skills, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365.
• Demonstrates skill and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support.
• Possesses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams.

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 and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support
• Supports TSA GFE, mobility systems, and IT systems for both on-site and telework/remote users
• Ensures all records identified for incident management and problem analysis are marked as related, accepts warm transfers from Tier 1, and assists in achieving first-call/contact resolution
• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to identify critical or high-priority incidents impacting services immediately
• Uses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams

Skills

Leadership

Customer service

Analytical skills

Communication

Education

Bachelor's degree

Tools

Remote Desktop

KB Management

ACD Monitoring

Job description

GovCIO is seeking a SPOC Shift Supervisor to lead a 24x7x365 IT service desk supporting a TSA Focus contract. The role is fully remote, with responsibilities spanning incident management, escalation, knowledge-base maintenance, and high-availability operations for 85K users.

The ideal candidate will have 8+ years in IT, strong leadership, and exceptional communication skills to coordinate analysts and collaborate with cross-functional teams.