Serco Inc.

IT Field Service - Team Lead

Recruiting Location : Location
Information Technology
Position Type
Security Clearance
Yes - May Consider Occasional/Part Time Teleworking for this position

Position Description

Serco-NA is searching for an IT Field Service Team Lead in Herndon, VA due to internal promotion. Serco has a highly engaged IT Field Service team supporting our over 9000 employees using cutting edge technologies. The lead position will be responsible for managing Service Now workload, problem management, technical escalation, team training and documentation,



In this role you will:

  • Service Now ticket queue manager   

Ensure tickets are evenly distributed with workload  

Conduct Weekly/Monthly reporting 

Identifying trending issues on Tier 1 tickets to help in further training for that team (constructive feedback)  

Work the challenging or difficult tickets that  need further investigation with research and potential meeting with client till resolution.


  • Technical Escalation 

Diagnosing and resolving difficult customer-reported incidents and problematic trends to improve operational capability  

Assists ITFS technician with technician incidents and documents escalation in ticket for metrics  


  • Problem manager 

Perform and analyze Incident Management reports to perform Problem Management reviews and flag to other IT team to determine RCAs 

Receiving and working assigned problem records, identifying and documenting the root cause of problem records through the use of root cause analysis , and identifying workarounds.  

Responsible for coordinating or facilitating the testing and resolution of problems and detecting known errors by submitting requests for change to change management.  


Primary fulfiller of Verizon request for Mobile Support que   


Purchase Software (Securezip, Snagit, and Adobe) for a new hardware requests 



  • Ad hoc and continuous IT training based on IT escalations 



  • Create, document, update, and ensure team compliance with standard operating procedures (SOPs) and knowledge base (KB) articles 
  • End User Documentation
  • Point person for ISO audit documentation (contributor and editor) 


Other Lead duties

  • Back up technician for Executive VIP Support 
  • If VIP tech is out of the office this function backs up IT executive support queue and supports the executives till VIP is back in office



Technical SME (subject matter expert) for Help Desk 


Responsible for add moves or changes in technologies such drivers for non-standard hardware, standard imaging, VSEC, SCCM, Global Protect, O365.   



To be successful in this role, you will have:

  • Associates Degree and 5-7 years’ experience or years of relevant experience in lieu of degree.
  • Experience with the following technologies required: Windows 10, SCCM experience, remote access tools and Active Directory
  • Strong customer service orientation.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.
  • Ability to conduct research into PC and software issues and products as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Team-oriented and skilled in working within a collaborative environment.
  • Excellent knowledge of PC and desktop hardware.
  • Excellent knowledge of PC internal components.
  • Hands-on hardware troubleshooting experience.
  • Extensive equipment support experience.
  • Working technical knowledge of current protocols, operating systems, and standards.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation and OEM guides.

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 over 9,000 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).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


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


COVID-19 Regulations: Serco complies with all applicable requirements regarding COVID-19 regulations, including COVID-19 vaccinations and testing requirements.


Positions supporting US Federal contracts located within the continental United States (including corporate support positions): Pursuant to Executive Order 14042 (Ensuring Adequate COVID Safety Protocols for Federal Contractors), Serco requires covered employees and new hires, whether working at a customer site, working remotely, or working in a Serco facility, to be fully vaccinated (two weeks from last/only inoculation) by January 4, 2022 and provide valid documentation of their vaccination status (except in limited circumstances where an employee is legally entitled to an accommodation).


Canada, state/provincial or OCONUS based contracts and positions: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).


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