Supervises the day-to-day operations of the help desk. 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.
(a) Responds to and diagnoses problems through discussion with users.
(b) Ensures a timely process through which problems are controlled. Includes problem
recognition, research, isolation, resolution, and follow-up steps.
(c) Supervises operation of help desk and serves as focal point for customer concerns.
(d) Provides support to end users on a variety of issues.
(e) Identifies, researches, and resolves technical problems.
(f) Responds to telephone calls, email and personnel requests for technical support.
(g) Documents, tracks, and monitors the problem to ensure a timely resolution.
(h) Provides second-tier support to end users for either PC, server, or mainframe
applications or hardware.
1. United States Citizen required
2. Bachelor's degree and 5-7 years; 2 years supervisory in information systems management, computer science and/or information systems or other related discipline.
3. ITIL knowledge desired
**Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.**
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).