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TMC Supervisor I- Austin District NC52615908

Austin, TX, US
Job Description Serco is looking for a skilled individual to be a TMC Shift Supervisor for the Texas Department of Transportation (TxDOT) Austin District Traffic Management Center (TMC). The TxDOT Austin District TMC staff are responsible for using radio, telephone, and e-mail to communicate with TxDOT personnel state wide, including maintenance and construction personnel, ITS software technicians, TxDOT Management, Department of Public Safety, and Federal Highway Administration as appropriate, regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions. The Shift Supervisor positions are the highest profile positions in the TMC as they are the eyes and ears of detection and management of all activities being handled by the TMC. This is accomplished through the staffing of the TMC 24 hours a day, 7 days a week. Currently, there are 3 shifts of differing staff sizes, that provide this coverage, working varied times and days, including nights, weekends, and holidays.
The TMC Shift Supervisor position is a mid-level position for TMC Operations. Supervisors must successfully complete the initial training program under the supervision of, and monitored by, the Training Supervisor and Operations Manager. They must then continue to perform acceptably as they acquire additional knowledge and skills through “on-the-job” training.

Principle Duties
As a TMC Shift Supervisor, you will:
• Have a working knowledge of the Lonestar Software, use of Windows-based applications, related systems, and use ITS software to control and monitor field devices such as CCTV cameras, DMS, traffic detectors, and any other technology related to devices that may be implemented as part of the ITS infrastructure.
• Dispatch and communicate with Highway Emergency Response Operator (HERO) personnel via radio or telephone using standard protocol to the locations of road hazards and crashes, providing clear directions to the location and an accurate description of an incident as advised by citizens, public safety entities, or department personnel.
• Be responsible for the efficient operation of the control room, including serving as a TMC operator when needed.
• Lead the activities in the TMC and ensure high quality traffic operations. This includes decision making of the shift's operations and approval of all actions taken by the control room.
• Supervise or functionally supervise TMC staff; delegate work assignments, monitor/review quality of work (QC), provide technical assistance or training, and/or provide input on performance appraisal, hiring and discipline.
• Manage multiple control room activities such as coordination with First Responders, TxDOT, and other Agencies.
• Ensure that safety standards and quality assurance processes are followed.
• Be prepared to work additional hours or shifts in support of special events such as, but not limited to, Presidential visits, political rally’s, parades, Austin Triathlon, Marathon and Half Marathon (Feb), South by Southwest (Mar), Rodeo Austin (Mar), Austin Film Festival (May/Jun), Republic of Texas (ROT) Biker Rally (Jun), University of Texas home football games (Fall), Formula One races, and Austin City Limits (Sep/Oct).
• Make decisions and delegate tasks in the TMC focusing on quick clearance of incidents and good data reporting.
• Participate in training exercises, help generate reports and documentation, and maintain quality data.
• Ensure high quality customer service in the TMC.
• Monitor the TxDOT Austin District transportation system for any and all incidents or occurrences that affect traffic flow and/or present a life safety issue.
• Maintain accurate records, logs, and data.
• Receive and evaluate incoming calls, determine whether emergency or routine and prioritize each; determine who needs to respond to call, relay instructions and questions.
Knowledge, Skills and Abilities:
• Principles, theories, and practices of leadership and management
• Principles, theories, and practices of Emergency Management
• Excellent customer service skills; manage teams to ensure quality customer service output
• Use multiple computer software programs to detect, verify, respond to, and log incidents.
• Knowledge of Traffic Incident Management (TIMs)
• Interact with the public, external partners, news and other agencies with professionalism, ensuring the continued growth and enhancement of TxDOT’ s relations with these groups
• Ability to problem solve in high pressure situations
• Ability to clearly communicate technical information in layman’s terms.
• Ability to use English language writing skills necessary to perform clear and concise record keeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists that include all pertinent information without spelling or grammatical errors.
• Be fluent in English with the ability to receive, give and understand written and oral instructions. Note: Fluent Spanish with the ability to receive, give, and understand written and oral instructions is a preferred additional skill.
Responsible for monitoring systems and dispatching appropriate resources to detected and/or reported incidents; including coordination of safety personnel and location assistance to first responders. Familiar with standard concepts, practices, and procedures within a particular field. Relies on experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is expected. Works under limited supervision.
Required Skills Have one year of TMC or similar supervisory experience within the last four years and have completed TxDOT training. Requires a High School diploma and 2-4 years of experience.
Employment Type Full time
Career Level
Job ID 52615908
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaOperations & Maintenance
DepartmentSerco’s Transportation & Infrastructure business unit has five main business streams - aviation services, Intelligent Transportation Systems (ITS), fleet services, parking services, and infrastructure software integration, with over 1000 personnel providing these services in the federal, state and local markets. Serco operates some of the most advanced transportation systems in the world by combining proven technologies and efficient operations with an unparalleled focus on service excellence.
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