Position Description

Purpose of the Job :

• This role focuses on keeping clients satisfied with the IT services through managing service desk team day to day operations, ensure tickets are resolved and closed in a timely manner, tracking service metrics, and helping lead the professionals responsible for services delivered to clients.
• This role is responsible of troubleshooting technical issues, ensuring that service agreements get met and assisting with contract renewal. positive relationship with clients, project management, lead a team, manage conflict, set priorities, and use creativity to find ways to make the service better.

Establish Delivery Processes

Supervise Staff

Manage Customer Expectations

Build Partnerships

Service Delivery

Primary Duties and Responsibilities :

Qualifications

Qualifications

Experience

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit : https : / / www.serco.com / na / careers / benefits-of-choosing-serco. If you require an accommodation with the application process please email : [redacted] or call the HR Service Desk at [redacted], option 1. Please note, due to EEOC / OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain / store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email A[redacted].

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.