Serco Inc.

Help Desk Supervisor Montgomery, AL Secret Clearance

Recruiting Location
RL_AL24 - NexGen IT Gunter AFB
Work Location
Customer Service
Position Type
Security Clearance

Position Description

As the, Help Desk Supervisor, on the NexGen Program in Montgomery Alabama, you will provide supervisory Help Desk support to end users on a variety of issues. You will use your knowledge in help desk concepts, practices, and procedures to ensure that we identify,  research, and resolve technical problems for our Customer.

In support of this effort and as the Help Desk Supervisor, on the NexGen Program in Montgomery Alabama you will be responsible for the below listed daily activities.

  • Respond to telephone calls, email, and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution. 
  • Rely on your experience and judgment to plan and accomplish goals.
  • May lead and direct the work of others.
  • Manage day to day operations of the NexGen Help Desk.
  • Communicate with all teams within the NexGen program to ensure contract deliverables are met including all SLA’s.
  • Manage/improve processes as deemed by Help Desk Manager.
  • Manage and monitor all help desk tickets for accuracy, escalation, and completion.
  • Bring new ideas to include reduction in cost, efficiencies, and other improvements to Help Desk Manger for review.
  • Run daily, weekly, monthly metric reports for management review.
  • This position typically reports to a Help Desk manager and on occasion other duties may be assigned.




  • High School degree and 2-4 years of working experience, a Bachelor`s degree and 5-7 years of work experience with 2 years supervisory is preferred
  • An active and current DoD Secret Level Security Clearance
  • Must have the ability to demonstrate that you are able to work effectively as part of a large team and independently.
  • Must have the ability to facilitate and coordinate efforts with key government and non-government stakeholders.
  • Must be able to demonstrate a strong ability to communicate verbally and in writing and to deal effectively, comfortably, and confidently with people at all levels of responsibilities, authority, and rank.
  • A wide degree of creativity and latitude is expected.
  • Must be proficient in preparing, selecting, organizing, and presenting information concisely.



Desired Knowledge:


  • Knowledge of Air Force CE Community
  • Knowledge of TRIRIGA IWMS software

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 Canadian government, 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 Americas has approximately 8,000 employees 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 - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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