Service Desk Team Lead (Secret Clearance)

About the role

Red River Managed Services seeks a Team Lead with an active Secret clearance to join our team. The Team Lead (Tier 2) is a strong service desk engineer responsible for managing the day-to-day functions of a team within the Service Desk.

Responsibilities

• Taking a strong leadership role and guiding a team to provide exceptional customer service experience and resolution of end user IT issues
• Supervises and oversees a team of service desk engineers
• Maintains standards and documents on an ongoing basis as products and technologies evolve
• Manages service desk technicians’ attendance (check-in/check-out times)
• Identifies areas of improvement
• Manages operations for up to 10 service desk technicians in a 24x7x365 environment as they provide all manner of incident, change, and problem resolution
• Maintains a wide array of performance metrics and KPIs regarding service delivery
• Ticketing system/SLA experience (ServiceNow preferred)

Requirements

• BS in Computer Science, Business Administration, or similar degree with technical experience
• Seven years of general IT experience
• Three years of management experience

Qualifications

• Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation, MCSE/MCSP Knowledge, Skills and Abilities: Strong communication and management skills, Confidence and experience in front of client, Ability to be a self-starter and possess good time management skills, Strong ability to manage the team’s ticket queue in tandem with supporting client calls, ITIL foundation and In-depth knowledge of performance metrics, Various Technical capabilities

Skills

• Strong communication and management skills
• Confidence and experience in front of client
• Ability to be a self-starter and possess good time management skills
• Strong ability to manage the team’s ticket queue in tandem with supporting client calls
• ITIL foundation and In-depth knowledge of performance metrics
• Variety of Technical capabilities

Benefits

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here.

Pay

Competitive salary

Schedule

24x7x365 environment

Benefits

Excellent benefits

Company Culture

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success.