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Help Desk Support I / Tier One Service Desk Supervisor (Security Clearance required)

Company: Serco, Inc.
Location: Montgomery
Posted on: September 21, 2019

Job Description:

Position Description Supervises the day-to-day operations of the Service Desk Agents for NexGen. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. A wide degree of creativity and latitude is expected. Typically reports to a manager or head of a unit/department. Qualifications --Active DoD Secret Clearance or ability to receiveProvide technical leadership and coordination with all Service Desk personnelAbility to lead a team of 10 - 15 service desk techniciansPresent and manage metrics and key performance indicatorsSupport the implementation and on-going management of an enterprise level Service DeskDocument Service Desk processes and ensure processes are kept up to dateResolve escalated customer and vendor issuesResolve daily issues of a complex scope that impact the team and overall business objectivesGenerate operational reports to provide visibility into the performance of the Service DeskOversee and establish best practices for the way the team monitors, prioritizes, and assigns ticketsEnsure that tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentationEnsure that necessary reports are run in a timely mannerProvide support to the user community by working on trouble tickets from the Help Desk and communicating with users via email, telephone and ticketing system--Preferred Qualifications:--Preferred 8570 Security Plus certificationPreferred Active Secret Clearance Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

Keywords: Serco, Inc., Dothan , Help Desk Support I / Tier One Service Desk Supervisor (Security Clearance required), Other , Montgomery, Alabama

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