Senior Manager Service Operations

Position Description

The Senior Manager, Service Operations oversees Serco North America’s frontline end-user support services, including the Help Desk, Field Services, and Deployment Services teams. This role is accountable for operational performance, customer service quality, and compliance with corporate standards within a team of approximately 25 people. The position manages timely issue resolution, SLA achievement, backlog reduction, PC software delivery, and the maintenance of corporate PC assets for employees. This is a Hybrid Remote position which requires the employee to work on-site in the Herndon HQ.

 

This position is contingent upon your ability to obtain and maintain a DoD Secret security clearance

 

 

In this role you will:

 

• Oversee daily operations of Help Desk, Field Services, and Deployment Services teams.
• Lead and mentor supervisors, technical leads, and managers supporting each function.
• Ensure consistent execution of ITIL-based service management processes: Incident, Request, Access, Event, Problem, Change, Escalation/Notification, Customer Satisfaction (CSAT).
• Drive continuous improvement initiatives to enhance service quality and operational maturity.
• Manage a service portfolio processing 3,100–3,700 incidents monthly across distributed teams.
• Maintain budget accountability for assets exceeding $1M.
• Serve as product owner for evolving support tools and platforms.
• Champion Serco’s customer service standards and quality policies.
• Ensure SLAs are met to current standards.
• Collaborate with internal stakeholders to align service delivery with business goals.
• Monitor performance metrics and ensure compliance with audit and security expectations.
• Prepare and present performance reports, improvement plans, and operational insights to leadership.

MEET YOUR RECRUITER!

Qualifications

To be successful in this role you will have:

 

• Ability to obtain and maintain a DoD Secret security clearance
  • Must be a U.S Citizen
• Bachelor’s degree in information technology, Business Administration, or related field
• Minimum of 8 years of experience in IT service operations, with at least 5 years in a leadership role
• Demonstrated experience managing service operations teams such as Help Desk, Field Services, and/or PC Imaging/Deployment teams
• Experience managing contact center solutions, including workforce management, call routing, and performance analytics
• Strong understanding of ITIL frameworks; ITIL certification preferred
• Proven budget management and financial stewardship
• Excellent communication, presentation, and interpersonal skills
• Familiarity with ServiceNow or similar ITSM platforms
• Ability to travel up to 10%

Additional desired experience and skills:

 

• Strategic thinker with a hands-on approach to operational challenges
• Ability to lead cross-functional teams and drive change
• Commitment to continuous improvement and customer service excellence
• Comfortable working in a fast-paced, multi-channel support environment
• Experience with supporting Microsoft 365 (M365) is a plus

 

If you want to join a great team and award-winning company that makes a difference every day, apply now for immediate consideration and 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://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 resu