SPOC Shift Supervisor
Company: Govcio LLC
Role summary
SPOC Shift Supervisor is a full-time role at Govcio LLC (remote). Posted 2026-10-02. Experience level: 5-10.
- Job title
- SPOC Shift Supervisor
- Company
- Govcio LLC
- Location
- Remote
- Work arrangement
- remote
- Employment type
- full-time
- Category
- Software Engineering
- Experience level
- 5-10
- Date posted
- 2026-10-02
This remote, full-time role offers a great opportunity to lead a team of user support specialists and provide advanced IT assistance. You'll be a key escalation point, ensuring smooth operations and excellent service delivery. It's a chance to step into a leadership position within a critical support function.
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.