SPOC Shift Supervisor

Overview

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.