Red River
Service Desk Team Lead (Secret Clearance)
Lexington, MA · Mid
No sponsorshipDetected 26 days ago
RecruitingCustomer SupportLeadershipCommunicationCollaborationTime ManagementMentoringCompTIA
About the role
- 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.
- Interested candidates must possess a desire for growth through continuous learning and feedback.
Requirements
- BS in Computer Science, Business Administration, or similar degree with technical experience
- Knowledge, Skills and Abilities:
Nice to have
- 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
- Provides coaching and actionable feedback to reports
- Identifies areas of improvement
- Ticketing system/SLA experience (ServiceNow preferred)
Skills
- 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
- ITIL foundation and In-depth knowledge of performance metrics
- Various Technical capabilities
Compensation
- Red River offers a competitive salary, excellent benefits and an exceptional work environment.
Company info
- 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.
- Primary Position Tasks:
- Develops internal talent and training processes
- Escalates and communicates at a high level with customers and management
- Manages service desk technicians' attendance (check-in/check-out times)
- 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.
- Minimum Education/Certification/Experience Requirements:
- Strong communication (verbal and written) skills are a must.
- Seven years of general IT experience. Three years of management experience.
- An ACTIVE secret clearance
- Preferred Education/Certification/Experience:
- Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation, MCSE/MCSP
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This listing is sourced directly from Red River's careers page and normalized into a canonical job model.