Service Desk Team Lead (Secret Clearance)

Redwood Software•Lexington, MA

1d•Onsite

About The Position

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. 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. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team. Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship. Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions. Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge. Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful. Red River is seeking a Team Lead with an active Secret clearance to join our team! The Team Lead (Tier 2) is a strong service desk engineer, primarily responsible for working on a team within the Service Desk and managing the day-to-day functions, including scheduling and coordinating daily workload for service desk technicians, reviewing and assigning tickets, and assisting in the escalation workflow to troubleshoot and resolve Tier II and higher issues. This position will work onsite in our Chantilly office. Our team is responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification, and resolution activities via exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management, and maintenance processes.

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.
Three years of management experience.
An ACTIVE secret clearance
U.S. Citizenship Required

Nice To Haves

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
Strong ability to work in a team-based environment and motivate a team
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

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
Monitors and enforces team goals and performance objectives
Improves and achieves SLAs
Develops internal talent and training processes
Provides coaching and actionable feedback to reports
Escalates and communicates at a high level with customers and management
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 the incident, change, and problem resolution
Maintains a wide array of performance metrics and KPIs regarding service delivery
Maintains standards and documents on an ongoing basis as products and technologies evolve.
Ticketing system/SLA experience (ServiceNow preferred)