Remote SPOC Shift Lead – IT Service Desk 24/7

GovCIO; Santa Fe (NM); 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 lead a 24/7 IT service desk supporting the TSA Focus contract. The role is fully remote within the United States, coordinating a team of SPOC analysts and acting as the primary escalation point for Tier 1 agents.

You will troubleshoot via remote desktop, expand and maintain the Service Desk Knowledge Base, monitor ACD and queues, ensure first-call resolution, and collaborate with other IT support teams to deliver seamless service to 85K users.

Qualifications

• 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 for 85K users in an enterprise setting.
• Primary escalation point for Tier 1 and 24x7x365 support.
• Proficient in remote desktop troubleshooting and maintaining KB articles.
• Strong analytical and interpersonal communication skills.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support
• Provides advanced IT service desk support, as primary escalation point for Tier 1 and 24x7x365 support
• Uses remote desktop to troubleshoot complex operating systems and COTS software issues and maintains KB articles
• Supports TSA GFE, mobility systems, and IT systems for on-site and remote users
• Monitors incidents, service requests, and queues to identify high-priority issues
• Ensures and facilitates first-call/contact resolution
• Demonstrates strong analytical and problem-solving skills and collaboration with IT teams

Skills

IT service desk leadership

Remote desktop support

Incident management

Knowledge base management

Analytical skills

Communication skills

Education

Bachelor's degree

Tools

ACD system

Remote desktop tools

Job description

GovCIO is seeking a SPOC Shift Supervisor to lead a 24/7 IT service desk supporting the TSA Focus contract. The role is fully remote within the United States, coordinating a team of SPOC analysts and acting as the primary escalation point for Tier 1 agents.

You will troubleshoot via remote desktop, expand and maintain the Service Desk Knowledge Base, monitor ACD and queues, ensure first-call resolution, and collaborate with other IT support teams to deliver seamless service to 85K users.