Personnel Employment Assistant III

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees support vital services in Defense, Citizen Services, and Transportation for clients including every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, and state, provincial and local governments.

About the role

The Personnel Assistant III (Lead Identity Credentialing Specialist) serves as the senior technical and operational resource for identity credentialing and administrative support services. This position performs advanced credentialing functions while providing day-to-day leadership, training, quality assurance, and operational guidance to assigned staff. The role promotes exceptional customer service, ensures compliance with organizational policies and procedures, and supports efficient daily operations in a secure administrative environment. This position is designated for the capture of Navy ICA incumbent personnel.

Responsibilities

• Perform all duties associated with the Identity Credentialing Specialist position.
• Serve as the lead employee for assigned operations by providing day-to-day guidance and technical assistance to team members.
• Coordinate workflow and prioritize daily assignments to ensure timely and accurate customer service.
• Assist management in planning and coordinating daily operations to meet workload requirements and performance objectives.
• Train, mentor, and provide on-the-job instruction to newly assigned employees.
• Review completed work for quality, accuracy, and compliance with established procedures.
• Monitor operational performance and recommend process improvements to increase efficiency and service quality.
• Assist with resolving complex customer inquiries and administrative issues.
• Ensure proper accountability and safeguarding of controlled materials, equipment, and sensitive information.
• Monitor equipment functionality and coordinate maintenance or service requests as needed.
• Maintain accurate operational records and assist in preparing reports or documentation as required.
• Promote compliance with organizational policies, security requirements, and privacy standards.
• Foster a professional, collaborative, and customer-focused work environment.
• Assist management with implementing new procedures, process improvements, and operational initiatives.
• Support continuity of operations by coordinating work assignments during staffing shortages, peak workloads, or employee absences.
• Perform other duties as assigned.

Requirements

• U.S. Citizenship.
• Ability to pass and maintain a NACI (Tier 1) to obtain access to U.S. Government facilities and systems.
• High school diploma or equivalent.
• Minimum three (3) years of progressively responsible experience in customer service, administrative support, records management, identity credentialing, human resources, office administration, or a related field.
• Demonstrated experience leading, training, mentoring, or coordinating the work of others.
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Ability to prioritize multiple assignments while maintaining accuracy and attention to detail.
• Ability to work independently with minimal supervision while effectively leading day-to-day operations.
• Must be able to successfully complete all required background screening and maintain eligibility for access to secure systems and facilities.

Preferred Qualifications

• Active NACI.
• Experience supervising or serving as a Team Lead in a customer service or administrative environment.
• Experience working with electronic identity management, records management, or secure credential systems.
• Experience developing or delivering employee training.
• Experience performing quality assurance reviews or operational compliance assessments.
• Experience supporting high-volume customer service operations.

Schedule

Available to support operations Monday-Friday, 0730 – 1600 local time.

Pay

This role is covered by the Service Contract Act. The hourly amount for this position is determined by the Department of Labor Wage Determination (WD) and varies by locality. The position also includes Health and Welfare Benefits as specified in the WD.

Benefits

• Comprehensive 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, and ID theft protection.
• Birth, adoption, and parental leave benefits.
• Employee Assistance Plan that includes counseling services.

Specific benefits are dependent upon the contract, location, hire date, and applicable collective bargaining agreements or Service Contract Labor Standards.