SPOC Major Incident Lead

Location: US-Remote; US citizenship is required to attain and maintain a DHS/TSA clearance

Salary: $115,000–$130,000 annually

Company

hirify.global delivers IT services and solutions that support government agencies and improve government operations.

What you will do

• Provide expert oversight and resolution for complex IT incidents to restore services quickly and minimize business impact.
• Troubleshoot operating systems and Commercial-Off-The-Shelf software issues while providing advanced remote desktop support.
• Coordinate major incident management processes, staff hand-offs, and timely communications with government points of contact.
• Monitor service desk call distribution, incidents, service requests, and queues to identify critical and high-priority issues.
• Document outages and after-action reports, analyze recurring incidents, and escalate trends to Problem Management.
• Develop courses of action for nonstandard problems and work independently without routine supervisory review.

Requirements

• High school diploma with 9+ years of experience or equivalent experience.
• 8 years of experience as a senior service desk analyst in a large 24x7 service desk operation.
• Expertise in complex incident resolution, operating system and COTS software troubleshooting, and advanced remote support.
• Strong analytical, decision-making, communication, crisis management, and team coordination skills.
• US citizenship is required to attain and maintain a DHS/TSA clearance.

Culture & Benefits

• Fully remote and flexible work environment.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Referral bonus, internal mobility program, and pet insurance.

Hiring process

• Virtual video interview with the hiring manager and/or team; camera must be on and valid photo ID must be presented.
• Enhanced biometric identity verification screening.
• Background check covering criminal history, education, and employment history.