SPOC Manager - GovCIO
Govcio • United States
No Relocation
Posted: October 3, 2026
Responsibilities
- Leads and manages a large, 24x7x365 Service Desk operation, ensuring the continuous and efficient delivery of comprehensive IT support across Tier 0, Tier 1, and Tier 2
- Possesses expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processes
- Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
- Ensures the effective implementation and application of Service Request (SR) priority and escalation matrices, meticulously documenting all work and resolution steps in the ITSM Tool
- Ensures exceptional VIP support, develops processes for enhanced service, oversees all VIP requests from inception to resolution, and conducts regular audits
- Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments
- Plans and leads major technology assignments
- Evaluates performance results and recommends major changes affecting short-term project growth and success
- Functions as a technical expert across multiple project assignments
- May supervise others
- Possesses outstanding leadership, strategic planning, and communication skills, enabling effective team management, stakeholder collaboration, and continuous service improvement
Qualifications
- Bachelor's with 2-5 years of IT Project Management experience (or commensurate experience)
- Experience leading and managing a large, 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 expert capabilities in overseeing advanced agent support, including remote desktop, Active Directory, and mobility console support, alongside the testing of new applications and processes
- Adept at troubleshooting operating system and Commercial-Off-The-Shelf (COTS) software issues and oversees the management and maintenance of the Service Desk Knowledge Base (KB) for optimal support
- Clearance Required: Ability to maintain a Public Trust clearance
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 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 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
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
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
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