Remote SPOC Shift Lead - IT Service Desk

GovCIO; United States; 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 currently seeks a SPOC Shift Supervisor to lead a team of analysts delivering remote IT service desk support for the TSA Focus contract. The role requires DHS/TSA clearance and responsibility for 24x7 service delivery across Tier 0–2, including incident coordination and knowledge base management.

The position is fully remote within the United States, with responsibilities to ensure rapid resolution and superior end-user experience while coordinating with other IT teams and stakeholders.

Qualifications

• Bachelor's degree or equivalent experience with 8+ years in IT/user support.
• 8+ years general IT in a user support role.
• 5+ years in an IT service desk environment.
• Experience leading 24x7x365 service desk operations.
• Advanced IT service desk skills and primary escalation point for Tier 1.

Responsibilities

• Lead SPOC analysts and organize IT user support.
• Provide advanced service desk support 24x7x365.
• Troubleshoot complex OS and COTS issues via remote desktop.
• Maintain and improve Service Desk KB articles.
• Support TSA GFE, mobility systems, and remote users.
• Ensure incident management records are correctly linked and resolved.
• Monitor ACD, incidents, and queues for high-priority issues.

Skills

IT experience

IT service desk experience

24x7x365 support

Remote desktop support

Analytical skills

Interpersonal communication

Education

Bachelor's degree

Tools

Service Desk KB

Job description

GovCIO currently seeks a SPOC Shift Supervisor to lead a team of analysts delivering remote IT service desk support for the TSA Focus contract. The role requires DHS/TSA clearance and responsibility for 24x7 service delivery across Tier 0–2, including incident coordination and knowledge base management.

The position is fully remote within the United States, with responsibilities to ensure rapid resolution and superior end-user experience while coordinating with other IT teams and stakeholders.