SPOC Major Incident Lead — Remote IT Crisis Responder

GovCIO; Cheyenne (WY); 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 for the TSA Focus contract. The role provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal business impact.

Responsibilities include troubleshooting OS/COTS issues, maintaining KB articles, and coordinating major incident processes with timely updates. This is a fully remote position with responsibilities for incident monitoring, documentation, and trend analysis to escalate to Problem

Qualifications

• HS Diploma or equivalent with 9+ years of experience
• Experience in senior service desk or 24x7 operations
• Expert oversight for complex IT incidents and rapid restoration
• Strong analytical and decision-making skills with crisis coordination

Responsibilities

• Provide expert oversight and resolution for complex IT incidents
• Troubleshoot OS and COTS issues; maintain Service Desk KB articles
• Coordinate major incident processes and inter-team hand-offs
• Monitor ACD, incidents, requests, and queues for critical incidents
• Update outage documentation and produce After Action Reports (AARs)

Skills

Analytical thinking

Decision making

Crisis management

Team coordination

Incident management

Remote support

Customer communication

Education

HS Diploma

Job description

GovCIO is seeking a SPOC Major Incident Lead for the TSA Focus contract. The role provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal business impact.

Responsibilities include troubleshooting OS/COTS issues, maintaining KB articles, and coordinating major incident processes with timely updates. This is a fully remote position with responsibilities for incident monitoring, documentation, and trend analysis to escalate to Problem