SPOC Major Incident Lead

GovCIO; Helena (MT); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development

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 a TSA Focus contract. The role provides expert oversight for complex IT incidents, restores services rapidly, and maintains knowledge base and remote support readiness.

The candidate will coordinate incident management, communicate with Government points, monitor ACD and queues, and perform trend analysis to drive Problem Management. DHS/TSA clearance relevant, remote work available.

Qualifications

• 9+ years of experience, or commensurate experience, with a high-seniority IT operations role.
• Experience as a senior service desk analyst in a large 24x7 environment is preferred.
• Expert oversight and resolution of complex IT incidents to restore services quickly.
• Strong ability to troubleshoot OS and COTS software and support KB management.
• Excellent communication for crisis management and coordinated incident response.

Responsibilities

• Provide expert guidance for complex IT incidents, ensuring rapid restoration and minimal business impact.
• Troubleshoot operating systems and COTS software; maintain Service Desk KB articles and provide remote desktop support.
• Lead major incident management processes; establish coordination handoffs and timely government point-of-contact updates.
• Monitor ACD, incidents, service requests, and queues to identify high-priority issues.
• Update outages documentation and After Action Reports; perform trend analysis for problem management.
• Operate with latitude in solving nonstandard problems and avoid supervisory review delays.

Skills

Incident management

Troubleshooting OS

COTS software

KB articles

Remote desktop support

Crisis management

Team coordination

Education

HS Diploma

Tools

Remote Desktop

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.