SPOC Major Incident Lead

GovCIO; Augusta (ME); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Fully remote

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 for the TSA Focus contract. This fully remote role requires expert oversight of complex IT incidents, rapid restoration of services, and coordination across teams. You will monitor ACD queues, maintain KB articles, and contribute to After Action Reports to improve future responses.

The position emphasizes senior incident management skills, crisis communication, and strong problem-management capabilities in a DHS/TSA context.

Qualifications

• 9+ years of experience in a senior service desk role or equivalent.
• Experience as a senior service desk analyst in a large 24x7 operation.
• Proven ability to oversee and resolve complex IT incidents and coordinate actions.
• Strong troubleshooting for OS and COTS software; remote support expertise.
• Excellent crisis management and team coordination skills.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents to restore services quickly.
• Utilize advanced troubleshooting for OS and COTS issues and maintain KB articles.
• Coordinate major incident management processes and hand-offs between staff.
• Monitor ACD, incidents, service requests, and queues for priority incidents.
• Update outage documentation and generate After Action Reports (AARs).
• Increase proactive problem management through trend analysis and escalation.

Skills

Incident management

Senior service desk

Troubleshooting

Remote desktop support

Documentation/AARs

Education

HS Diploma

Tools

Remote desktop

KB articles

ACD monitoring

Job description

United States

Suitability/Public Trust

Fully remote

Information Technology

Overview

GovCIO is currently hiring for a SPOC Major Incident Lead for our newly awarded TSA Focus contract.

Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations. Uses advanced skills at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support. Coordinates, orchestrates, and manages major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates. Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to immediately identify critical/high-priority incidents, ensuring all related records are accurately identified. Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to escalate to Problem Management. Quickly adapts to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review.

This is a fully remote position

Responsibilities

Responsibilities

• Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations

• Uses advanced skills at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support

• Coordinates, orchestrates, and manages major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates

• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to immediately identify critical/high-priority incidents, ensuring all related records are accurately identified

• Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to escalate to Problem Management

• Quickly adapts to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review

Qualifications

HS Dipoam with 9+ years (or commensurate experience)

• 8 years of experience serving as a senior service desk analyst in a large 24x7 service desk operation

• Possesses expert oversight and resolution skills for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations

• Skilled at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support

• Displays solid interpersonal skills and accepts warm transfers from Tier 1 agents, aiming to meet first call/contact resolution, and perform remote support for application or operating system errors

• Adept at orchestrating major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates

• Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to escalate to Problem Management

• Ability to quickly adapt to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review

• Possesses strong analytical and decision-making skills, with excellent communication for crisis management and team coordination

Clearance Required : US citizenship is required to attain and maintain a DHS/TSA clearance

#TSA

Posted Salary Range

USD $115,000.00 - USD $130,000.00 /Yr.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.