Position Description
Fully Remote IT Service Desk Team Lead Opportunity! Apply Today!
We are growing and have an immediate need for an IT Service Desk Team Lead on the corporate IT Service Desk. As an IT Service Desk Team Lead with Serco, you will use your technical, analytical and leadership skills to solve challenging problems through innovative technology solutions. You will work on exciting projects, future-proof your skills, and grow into your dream job alongside some of the most talented, knowledgeable, and dedicated team members in the industry.
The IT Service Desk Team Lead will provide support to 10 Service Desk Agents, assist in the management of a ticketing and telephonic queue, train new and existing staff, and assist the team in resolving issues and requests brought forward by company personnel.
This position involves shift work.
In this role, you will :
Ensure agents are logged in on time and available for calls
Ensure tickets (incidents and tasks) in queue are being actively worked to resolution
Provide a first point of escalation for issues and users
Work in tandem with the other IT Service Desk Team Lead and agents to identify trends
Development and delivery of training to both new and existing team members
Perform quality control checks of agent ticketing to ensure consistency and accuracy of work performed
Assist with ticket and taking calls along with the team, however on a more limited basis (60% of time)
Qualifications
To be successful in this role, you will have:
Associate's Degree in an IT-related field and 0-2 years of related experience or 2-4 years of related experience in lieu of a degree
Desire to mentor and train internal technical teams
Excellent written and verbal communication skills
Excellent customer interaction skills
Experience managing small teams
Be highly organized and work well with a team.
Be a self-starter, quick learner of new technology, and be highly motivated.
US citizenship required
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: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com 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 Agencies@serco-na.com .
COVID-19 Regulations: 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).
Click here to apply now (https://careers-sercona.icims.com/jobs/50389/it-service-desk-team-lead/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)
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ID 50389
Recruiting Location : Location US-OH-Beavercreek
Category Information Technology
Position Type Full-Time
Security Clearance None
Telework Yes - May Consider Full Time Teleworking for this position
