Remote SPOC Shift Lead – IT Service Desk (24x7)

GovCIO; Boise (ID); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring a SPOC Shift Supervisor to lead a 24/7 IT service desk for TSA-focused contracts. This fully remote role involves organizing analysts, providing advanced support, and ensuring rapid incident resolution for 85,000 users.

The ideal candidate has 8+ years in IT, with at least 5 years in a 24/7 service desk, and strong escalation and remote desktop skills. US citizenship and DHS/TSA clearance readiness are required.

Qualifications

• Bachelor's degree with 8+ years IT experience.
• 8+ years IT user-support experience.
• 5+ years leading 24x7x365 service desk operations for 85K users.
• Experience as a primary escalation point for Tier 1 agents.

Responsibilities

• Serves as SPOC shift lead, organizing and directing SPOC analysts for expert user support.
• Provides advanced IT service desk support and primary escalation for Tier 1 agents 24x7x365.
• Utilizes remote desktop skills to troubleshoot complex OS and COTS software issues.
• Supports TSA GFE, mobility systems, and IT systems for on-site and remote users.
• Monitors incidents and queues to ensure fast resolution and first-contact resolution.

Job description

GovCIO is hiring a SPOC Shift Supervisor to lead a 24/7 IT service desk for TSA-focused contracts. This fully remote role involves organizing analysts, providing advanced support, and ensuring rapid incident resolution for 85,000 users.

The ideal candidate has 8+ years in IT, with at least 5 years in a 24/7 service desk, and strong escalation and remote desktop skills. US citizenship and DHS/TSA clearance readiness are required.