Mid-Level Systems Administrator

Serco • NM-Kirtland AFB US-NM US-NM-Albuquerque US-NM-Cannon AFB US-NM-Holloman US-NM-Socorro US-NM-White Sands Missile Range, NM

26d

About The Position

Looking for a system administrator opportunity at a place you can make an impact every day? Discover this great opportunity in our Albuquerque, New Mexico location. Bring your expertise and collaborative skills to make an impact towards our military defense and safety of our airman by discovering your new role supporting this critical mission. This position is contingent upon your ability to maintain/transfer your Secret clearance. Serco supports the US Airforce as a prime for their DMOC contract maintaining their defense work on training simulations. Our team upgrades, maintains and manages the software/hardware that runs on a virtual battle space systems to ensure the safety of the airman and to allow them to perform their missions successfully. You will be part of a small team of system administrators that works closely with the customer and other Serco teams to deliver quality services. The team has been recognized by the Airforce and the industry for their outstanding contributions to the contract and program. In this role, you will: Team leadership: Supervise help desk professionals, provide guidance, set schedules, and handle hiring and firing. Technical support oversight: Manage ticket assignments, escalation, and resolution processes to ensure efficiency. Process improvement: Develop and refine problem-solving processes and documentation. Also, analyze trends to find areas for improvement. Customer and management liaison: Ensure high customer satisfaction by acting as a translator between the help desk and upper management, reporting on performance, and communicating needs for resources or training. Issue resolution: Handle complex and priority issues that are escalated from the support staff.

Requirements

• An active Secret clearance.
• Bachelors degree.
• 2+ years related experience.
• Microsoft Certified: Azure Fundamentals (AZ 900).
• Amazon Web Services (AWS) CCP.
• CompTIA Security+.
• Able to travel up to 10%.

Nice To Haves

• Technical knowledge: A strong foundation in hardware, software, and network troubleshooting is essential.
• Leadership and management: Experience in leading and managing a team is crucial.
• Communication: Excellent verbal and written communication skills are needed for interacting with both staff and management.

Responsibilities

• Team leadership: Supervise help desk professionals, provide guidance, set schedules, and handle hiring and firing.
• Technical support oversight: Manage ticket assignments, escalation, and resolution processes to ensure efficiency.
• Process improvement: Develop and refine problem-solving processes and documentation. Also, analyze trends to find areas for improvement.
• Customer and management liaison: Ensure high customer satisfaction by acting as a translator between the help desk and upper management, reporting on performance, and communicating needs for resources or training.
• Issue resolution: Handle complex and priority issues that are escalated from the support staff.

Benefits

• 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 you can buy, 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 that includes counseling conditions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees