Service Desk Team Lead

Position Summary:
The Service Desk Team Lead (TL) will support a team of 5-10 Service Desk engineers as an active leader in the management of the 24x7 Service Operations Center, located in Chantilly, VA. In addition, the TL should be open, approachable and be able to engage with the engineers individually to understand how to effectively motivate. The TL will build a positive work environment, so their team is ready to provide the best technical support to Red River customers. The TL will be responsible for using quantitative and qualitative data to identify opportunities to drive and coach his engineers to the best levels of performance, so target SLA and KPI objectives are achieved. This role will report to the Technical Service Desk Manager.

Primary Position Tasks:

• Primary Service Desk technical point of contact for all assigned clients

• Own and attend recurrent client support review calls and provide technical oversight as well as advisory

• Review technician priorities in ticketing system

• Proactively performing daily queue management by assigning tickets to team members.

• Drive the team’s operational efficiency by focusing on KPIs

• Support the department’s strategy through positivism and leadership.

• Provide direction and guidance as an escalation point for technicians

• Interface with customer POCs when warranted

• Escalate tickets and situations to management & executive teams as warranted

• Support the business objectives set forth for the Managed Services division

• Team dashboard creation and action plan driving.

• Perform weekly meetings with team and management.

• Report constructive feedback to the Service Desk leadership on individual performance & recommend trainings/coaching.

• Deliver documents such as RFO, SOP, etc.

• Strong time management and organizational skills.

• Make sure the team members understand the mission/goal for different client segments (Enterprise/Commercial accounts) and deliver the services adequately.

• Assure team members are aware of new/updated procedures while leverage available knowledgebase tool.

• Ensure a positive and healthy coaching culture is lived, based on best practices and in line with the corporate's values.

• Assure on-time attendance and anticipate any attrition changes within the team members.

• Communication and management of the team’s schedule

• Technical ability to provide delivery team assistance and support

• Identifying inefficient processes and streamlining for scalability and automation

• Develop and maintain standard operating procedures for internal and external delivery of managed services

• Facilitate department projects to successful completion

• Other business duties as assigned

• Participation in the review and development of new service offerings

• Approve timecard and absence requests.

• Onboarding new accounts into Red River Managed Services

• Participate in training of new employees.

• On call point of escalation.

Minimum Education/Certification/Experience Requirements:

• BS in Computer Science, Business Administration or similar degree with technical experience

• Strong communication (verbal and written) skills are a must.

• Seven years of general IT experience.

Preferred Education/Certification/Experience:

• MCSA server, Azure and/or Office 365 preferred

• CCNA preferred

Knowledge, Skills and Abilities:

• Technical experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange).

• Technical or management certifications (CCNA, MCSE, ITIL, ISO, SIX SIGMA).

• ITIL foundation

• Ability to motivate a small team.

• In-depth knowledge of performance metrics.

Essential Elements (Mental; Physical; Equipment used):

Equipment Used: Personal Computer and other equipment associated with a general office environment (copier, telephone, fax, etc.)

While performing the duties of this job, the employee is regularly required to sit; use hands, talk, listen/hear. The employee is frequently required to type with hands. The employee is occasionally required to stand; walk and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Special Requirements:
This candidate will operate from the Chantilly, VA offices with minimal travel to customer and partner sites.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here
. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking_ System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter._

Job Type: Full-time

Pay: $80,000.00 - $95,000.00 per year

Work Location: In person