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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.
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Worksite address
cheyenne, WY, 82007, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.