Systems Engineer - (Naples, Italy)

Systems Engineer - (Naples, Italy)

Employer: Serco. 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 disposi