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Position Description & Qualifications

Are you a Systems Engineer looking for a place where you can make an impact every day? Serco is the place for you! Join our Defense team supporting our CNIC program in this exciting role based out of Naples, Italy.

CNIC Regional Offices allow for improving operational performance and cost reductions through business process definition, analysis, and development of technical capabilities which automate processes or improve transparency for analytics and decision making.

This position provides comprehensive technical, operational, and project‐level support across Service Desk operations, MILCON IT integration, and real property management to ensure the Command's IT infrastructure is effectively planned, implemented, and sustained. The role serves as a key liaison among technical teams, construction and facilities partners, and leadership, delivering expert guidance, documentation, and oversight to maintain secure, scalable, and mission‐ready IT capabilities. Detailed duties of this role include, but are not limited to:

In this role you will:

• Lead daily Service Desk operations across the Region, ensuring timely ticket resolution, high customer satisfaction, and adherence to established best practices, SOPs, and performance standards.
• Troubleshoot and resolve complex technical issues involving government‐furnished equipment (hardware, software, network connectivity), while coordinating with contractors, telecom teams, and external stakeholders such as NCTS, One‐NET, and NMCI.
• Develop, maintain, and report on Service Desk processes and performance, including SOP creation, KPI tracking (volume, resolution time, customer satisfaction), risk identification, and regular briefings to designated Government personnel.
• Train, mentor, and support Service Desk staff, oversee ITSM tool usage and maintenance, assist with technology planning, system deployments, asset management, procurement coordination, and DRMO disposition.
• Coordinate regional communication and support activities, including outage notifications, weekly Scrum calls, collaboration with installation teams, and travel to sites for surge support or complex troubleshooting.

Real Property Management

• Provide end‐to‐end real property management support, including coordination, approval, and execution of real property installations, easements, changes, and integration of IT systems with real property assets.
• Maintain and manage real property inventories, conducting RPIs, updating and uploading records to iNFADS, supporting real property registration, and producing accurate infrastructure topologies, connected‐system documentation, and survey reports.
• Support planning and oversight of real‐property‐related IT infrastructure, including surveys, design, installation, and testing of OSP, telecommunications systems, RF devices, and other CNIC real property components.

Military Construction (MILCON)

• Provide expert IT integration support for MILCON and Special Projects, including reviewing designs, drawings, and cost estimates for architectural compatibility; conducting multi‐level security site surveys (UNCLASS–TS/SCI); producing detailed technical reports; and coordinating with NAVFAC, Public Works, and Command leadership to ensure infrastructure readiness, scalability, and required approvals.
• Lead IT change management and project governance for MILCON efforts, including managing the CCB process (RFCs/ECRs), developing cost estimates for IT infrastructure changes, authoring white papers and formal guidance, maintaining comprehensive documentation, and representing N6 interests in all design, planning, and leadership update forums.

To be successful in this role, you will have:

• An active DoD Secret Security Clearance
• U.S Citizenship required
• Current 8570 IAT Level I certification
• A high school diploma/GED and minimum 4 years' of relevant experience
• Ability to be on call 24x7
• Ability to travel up to 10%
• Valid/Active U.S Passport

Apply today to discover your place in our world!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . 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.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

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 .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .