Senior Major Incident Lead - Remote IT Crisis Response

GovCIO; Boise (ID); Remote; USD 115,000 - 130,000; 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 Major Incident Lead for the TSA Focus contract. The role requires expert oversight of complex IT incidents, rapid service restoration, and coordination across staff to ensure timely updates to Government POCs.

Responsibilities include managing major incident processes, maintaining KB articles, and performing trend analyses to prevent recurrence. This is a fully remote position with DHS/TSA clearance mentioned as a requirement.

Qualifications

• 9+ years of experience in IT incident management or a senior service desk role.
• Experience leading 24x7 service desk operations and incident resolution.
• Expertise in troubleshooting operating systems and COTS software.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents.
• Lead major incident management processes and hand-offs between staff.
• Monitor ACD, incidents, service requests, and queues for high-priority events.
• Update outage documentation and After Action Reports (AARs).
• Perform trend analysis and escalate recurring issues to Problem Management.

Skills

Incident management

Troubleshooting

Remote desktop

COTS software

Crisis communications

Education

High School Diploma

Tools

ACD monitoring

KB articles

Remote desktop software

Job description

GovCIO is hiring a SPOC Major Incident Lead for the TSA Focus contract. The role requires expert oversight of complex IT incidents, rapid service restoration, and coordination across staff to ensure timely updates to Government POCs.

Responsibilities include managing major incident processes, maintaining KB articles, and performing trend analyses to prevent recurrence. This is a fully remote position with DHS/TSA clearance mentioned as a requirement.