Remote SPOC Shift Lead – IT Service Desk 24/7

GovCIO is seeking a SPOC Shift Supervisor to lead a 24/7 IT service desk supporting the TSA Focus contract. The role is fully remote within the United States, coordinating a team of SPOC analysts and acting as the primary escalation point for Tier 1 agents.

You will troubleshoot via remote desktop, expand and maintain the Service Desk Knowledge Base, monitor ACD and queues, ensure first-call resolution, and collaborate with other IT support teams to deliver seamless service to 85K users.