SPOC Shift Supervisor

GovCIO; Northern (KY); Hybrid; USD 75,000 - 85,000; Full time

Job summary

GovCIO is hiring a SPOC Shift Supervisor to support the TSA Focus contract. The role is fully remote within the United States, overseeing a 24x7x365 IT service desk operation for 85K users and ensuring high-quality end-user support.

You will serve as the primary escalation point for Tier 1, manage incident records, and coordinate with other IT teams while leveraging strong analytical and communication skills to deliver efficient service desk operations.

Qualifications

• 8+ years of IT experience in a user support role.
• 5+ years in an IT service desk environment.

Responsibilities

• Organizes, directs, and leads SPOC analysts in user support.
• Provides advanced IT service desk support as primary escalation point 24x7x365.
• Maintains and updates Service Desk KB articles for optimal support.
• Supports TSA GFE, mobility systems, and IT for on-site and remote users.
• Ensures records for incident management are properly linked and facilitates first-call resolution.
• Monitors incident queues and escalations to identify high-priority issues.

Skills

IT service desk

Remote desktop support

Leadership

Incident management

Customer interaction

Education

Bachelor's degree

Tools

ACD monitoring

Job description

GovCIO is currently hiring for a SPOC Shift Supervisor to support our newly awarded TSA Focus contract. This position will be located in the United States and will be fully a remote.

Responsibilities

• Serves as a SPOC shift lead, organizing, directing, and leading SPOC analysts in providing expert user support
• Provides advanced IT service desk support, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365
• Uses skill and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support
• Supports TSA GFE, mobility systems, and IT systems for both on-site and telework/remote users
• Ensures all records identified for incident management and problem analysis are marked as related, accepts warm transfers from Tier 1, and assists in achieving first-call/contact resolution
• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to identify critical or high-priority incidents impacting services immediately
• Uses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams

Qualifications

Bachelor's with 8+ years (or commensurate experience)

• 8 years of general IT experience in a user support role
• 5 years’ experience in an IT service desk environment
• Experience leading and managing a 24x7x365 Service Desk operation, serving 85K users in an enterprise-wide setting, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2
• Possesses advanced IT service desk skills, serving as a primary escalation point for Tier 1 agents and providing comprehensive advanced agent support 24x7x365
• Demonstrates skill and proficiency in remote desktop support to troubleshoot complex operating systems and COTS software-related issues and effectively managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support
• Possesses strong analytical and problem-solving skills, enabling effective resolution of complex issues, alongside excellent interpersonal and communication skills for seamless interaction with end-users and collaboration with other IT support teams

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

Posted Salary Range

USD $75,000.00 - USD $85,000.00 /Yr.