Ph3Position Description Qualifications /h3 pNaples, Italy. /p h3In This Role You Will /h3 ul liLead daily Service Desk operations across the Region, ensuring timely ticket resolution, high customer satisfaction, and adherence to established best practices, SOPs, and performance standards. /li liTroubleshoot 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. /li liDevelop, 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. /li liTrain, 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. /li liCoordinate 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. /li /ul h3Real Property Management /h3 ul liProvide 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. /li liMaintain 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. /li liSupport 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. /li /ul h3Military Construction (MILCON) /h3 ul liProvide 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. /li liLead 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. /li /ul h3To Be Successful In This Role, You Will Have /h3 ul liAn active DoD Secret Security Clearance ulliU.S Citizenship required /li /ul /li liCurrent 8570 IAT Level I certification /li liA high school diploma/GED and minimum 4 years' of relevant experience /li liAbility to be on call 24x7 /li liAbility to travel up to 10% /li liValid/Active U.S Passport /li /ul pSerco 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. /p /p #J-18808-Ljbffr