Senior Remote SPOC: Major Incident Lead

GovCIO; Olympia (WA); Remote; USD 115,000 - 130,000; 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 Major Incident Lead to manage the TSA Focus contract. You will oversee and resolve complex IT incidents, coordinate hand-offs, and drive rapid service restoration while communicating with government points of contact.

The role requires strong incident management, OS troubleshooting, remote desktop support, and maintaining KBs/AARs. This is a fully remote position supporting government operations and security requirements.

Qualifications

• 9+ years of experience in a senior service desk or incident lead role.
• Experience overseeing major IT incidents and rapid restoration.
• Strong troubleshooting of operating systems and COTS software.
• Ability to create and maintain knowledge base articles.
• Proven crisis communication and government liaison skills.

Responsibilities

• Oversee and resolve complex IT incidents to restore services quickly.
• Coordinate hand-offs between teams and communicate with government points of contact.
• Maintain and update Service Desk KB articles and AARs.
• Monitor ACD queues and escalate high-priority incidents.
• Analyze incident trends and support Problem Management.
• Demonstrate latitude in resolving nonstandard problems.

Skills

Major incident management

Incident resolution

Troubleshooting OS

Remote desktop support

KB documentation

Crisis communication

Inter-team coordination

Education

High School Diploma

Tools

ACD System

Service Desk KB

Remote Desktop Tools

Job description

GovCIO is seeking a SPOC Major Incident Lead to manage the TSA Focus contract. You will oversee and resolve complex IT incidents, coordinate hand-offs, and drive rapid service restoration while communicating with government points of contact.

The role requires strong incident management, OS troubleshooting, remote desktop support, and maintaining KBs/AARs. This is a fully remote position supporting government operations and security requirements.