Service Desk Tier II Team Lead NC52202735

Primary Duties
• The team lead provides desk side support to a user community of approximately 2,200 on-site at a federal government facility in downtown Washington DC.
• The team lead will use their knowledge of the Microsoft Windows 7 OS, Microsoft Office 2013, Office 365, and Microsoft Active Directory to resolve and respond to customer questions and requests.
• The most qualified candidates will be able to excel in these areas while working in a structured environment where Service Level Agreement (SLA) performance and other best practice measurements are established as both team and individual goals.
• The team lead supervises the day-to-day operations of the Tier II support staff by ensuring all phases of Tier II help desk support are coordinated, monitored, logged, tracked, and resolved appropriately.
• The team lead maintains the shift schedule and assigns personnel to various projects and directs their activities.
• The team lead reviews and evaluates team member's work and participates in performance reviews.
• The team lead assists with hiring and training new employees.

Required Skills

Requirements Experience and Knowledge • Experience leading a technical support team • Requires an associate's degree or equivalent in a related area and 3-5 years of experience in the field or in a related area. • Familiarity with a variety of the field's concepts, practices, and procedures. • May lead and direct the work of others. • Typically reports to a supervisor or manager. • Relies on experience and judgment to plan and accomplish goals. • A wide degree of creativity and latitude is expected. Provides support to end users on a variety of issues. • Identifies, researches, and resolves technical problems. • Responds to telephone calls, email and personnel requests for technical support. • Documents, tracks, and monitors the problem to ensure a timely resolution. • Knowledge of Service Level Agreements and their importance • Know the purpose of Priority or Severity levels when working an incident ticket • Troubleshoot desktop and remote connectivity issues • Configuration of Windows 7 Desktop settings • Assist with and troubleshoot client side network printing in Microsoft AD environment • Familiar with drive mapping and UNC path names Customer Service Skills • Verbal communication - speaks clearly, listens patiently and can repeat back what they have been told in order to document the case accurately. • Written communication - Excellent spelling and grammar required

Employment Type Full time

Career Level Mid Career

Job ID 52202735

Company
Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world's leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1 billion and is part of a $6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate 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. Our employees personally can make a difference. 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. Our focus on Bringing Service to Life is more than a tagline, it's the way we get things done, the way we talk with each other, and the way we interact and respect each other. We succeed by encouraging and generating new ideas. We trust our people to deliver. We are passionate about building innovative and successful Serco businesses. Our most powerful tool in improving performance is to instill a stimulating culture where people feel they can personally make a difference. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

Functional Area

Call Center/Help Desk Operations

Department

Our services in the Defense business unit support all branches of the U.S. military and the intelligence community. Our teams provide a variety of support services related to the maintenance and life cycle sustainment of US Navy, US Coast Guard and Customs and Border Patrol fielded C5I systems. We are focused on the design, systems engineering, project management, procurement, installation, training, testing, and field maintenance of these systems. We also provide personnel services to military personnel, military families, and civilians working for the military. Our capabilities address a wide range of managed services, as well as the complete military lifecycle which includes recruitment, to active duty through retirement. And for the Intel community we have over 300 cleared professionals who serve a variety of Intelligence Community and Department of Defense customers who stand on the front lines of defense for our nation. The unit employee's specialists focused on acquisition and program management, systems engineering, cyber security, signals and intelligence analysis, financial management, human capital, and information technology.

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Company Description

Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world's leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1 billion and is part of a $6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate 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. Our employees personally can make a difference. 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. Our focus on Bringing Service to Life is more than a tagline, it's the way we get things done, the way we talk with each other, and the way we interact and respect each other. We succeed by encouraging and generating new ideas. We trust our people to deliver. We are passionate about building innovative and successful Serco businesses. Our most powerful tool in improving performance is to instill a stimulating culture where people feel they can personally make a difference. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

Work location: Washington, DC