The SPOC Shift Supervisor leads and directs analysts in providing expert 24x7x365 IT service desk support. They are responsible for monitoring queues, managing incident resolution, and maintaining the knowledge base to ensure efficient service delivery.
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
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