Service Desk Team Lead
5 days ago
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.
Primary Position Tasks:
- 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)
- 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.
- Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation, MCSE/MCSP
- 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
This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.
This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.
Basic Qualifications:
- U.S. Citizenship Required
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.
-
Service Desk Team Lead
3 days ago
Chantilly, Virginia, United States Red River Full timeService Desk Team LeadRed River is seeking a highly skilled and experienced Service Desk Team Lead to join our team. The successful candidate will be responsible for leading a team of service desk engineers, managing the day-to-day functions, and ensuring exceptional customer service experience.Key Responsibilities:Lead a team of service desk engineers to...
-
Service Desk Team Lead
2 days ago
Chantilly, Virginia, United States Red River Full timeJob Title: Service Desk Team LeadRed River is seeking a highly skilled Service Desk Team Lead to join our team. As a Service Desk Team Lead, you will be responsible for leading a team of service desk engineers and providing exceptional customer service experience and resolution of end-user IT issues.The ideal candidate will have a strong leadership role and...
-
Service Desk Team Lead
7 days ago
Chantilly, United States Red River Technology LLC Full timeRed 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...
-
Service Desk Operations Manager
3 days ago
Chantilly, Virginia, United States Red River Technology, LLC Full timeRed River Technology, LLCService Desk Team LeadWe are seeking a highly skilled Service Desk Team Lead to join our team at Red River Technology, LLC. As a key member of our Service Desk team, you will be responsible for managing the day-to-day functions of the team and providing exceptional customer service to our clients.Key Responsibilities:Lead a team of...
-
Help Desk Lead/Supervisor
3 weeks ago
Chantilly, Virginia, United States Red River Full timeAbout the RoleWe are seeking a highly skilled and experienced NOC Shift Supervisor II to join our team at Red River. As a pivotal member of our Network Operations Center (NOC), you will be responsible for leading a team of NOC engineers and Help Desk Technicians, ensuring the smooth operation of our 24x7x365 environment.Key ResponsibilitiesSupervise and lead...
-
Help Desk Lead/Supervisor
2 days ago
Chantilly, Virginia, United States Red River Full timeHelp Desk Lead/Supervisor Job DescriptionAre you a seasoned IT professional looking for a challenging role that leverages your technical expertise and leadership skills? Do you thrive in fast-paced environments and enjoy collaborating with cross-functional teams? If so, we have an exciting opportunity for a Help Desk Lead/Supervisor to join our Network...
-
Service Desk Technician
3 weeks ago
Chantilly, Virginia, United States Red River Full timeJob DescriptionWe are seeking a highly skilled and motivated Service Desk Technician to join our team. As a key member of our Service Desk, you will be responsible for providing technical support to our customers, resolving issues, and escalating complex problems to senior engineers.Key Responsibilities:Provide technical support to customers via phone,...
-
Service Desk Support Specialist
2 days ago
Chantilly, Virginia, United States Spry Methods Full timeJob Overview:Spry Methods is seeking a skilled Service Desk Support professional to join our team in Chantilly, VA. Key Responsibilities:As a Service Desk Support specialist, you will provide in-depth knowledge about financial or facilities systems and functions, serving as the primary ticket solver in Ask Finance. Your day-to-day tasks will include...
-
Help Desk Lead/Supervisor
3 days ago
Chantilly, Virginia, United States Red River Full timeUnlock Your Potential as a NOC Shift Supervisor II at Red RiverAre you a seasoned IT professional looking for a challenging role that leverages your technical expertise and leadership skills? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to explore the opportunity to join our team as a NOC Shift Supervisor II...
-
Service Desk Support
3 days ago
Chantilly, United States Spry Methods Full timeWho We're Looking For (Position Overview): Spry is seeking a highly skilled and motivated Service Desk Support Analyst - Junior to join our team in Chantilly, VA. What Your Day-To-Day Looks Like (Position Responsibilities): Answer phone calls, emails, or other communications received from users of financial and facility applications. Record a ticket in the...
-
Service Desk Support
2 weeks ago
Chantilly, United States Dunhill Professional Search Full timeJob DescriptionInstalls, changes, and repairs moderately complex problems of personal computer hardware and software systems and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems...
-
Service Desk Support Specialist
3 days ago
Chantilly, Virginia, United States Dunhill Professional Search Full timeJob DescriptionAs a Service Desk Support Specialist, you will be responsible for providing technical assistance and training to system users. You will install, change, and repair moderately complex problems of personal computer hardware and software systems.Provide support to end users on a variety of technical issues.Identify, research, and resolve...
-
Service Desk Support Specialist
4 days ago
Chantilly, Virginia, United States Dunhill Professional Search Full timeJob DescriptionAs a Service Desk Support Specialist, you will be responsible for providing technical assistance and training to system users. You will install, change, and repair moderately complex problems of personal computer hardware and software systems.Provide support to end users on a variety of technical issues.Identify, research, and resolve...
-
Service Desk Support Specialist
2 days ago
Chantilly, Virginia, United States Dunhill Professional Search Full timeJob DescriptionAs a Service Desk Support Specialist, you will be responsible for providing technical assistance and training to system users. You will install, change, and repair moderately complex problems of personal computer hardware and software systems.Provide support to end users on a variety of technical issues.Identify, research, and resolve...
-
Service Desk Technician
3 weeks ago
Chantilly, Virginia, United States Red River Full timeJob DescriptionWe are seeking a skilled Service Desk Technician to join our team at Red River. As a key member of our support team, you will be responsible for providing technical assistance to our customers and resolving issues in a timely and professional manner.This role requires a strong understanding of IT systems and a ability to troubleshoot complex...
-
Service Desk Support
2 days ago
Chantilly, United States Spry Methods Full timeWho We're Looking For (Position Overview): Spry Methods is on the search for a Service Desk Support - Mid to join our team in Chantilly, VA. What Your Day-To-Day Looks Like (Position Responsibilities): Provide more in-depth knowledge about financial or facilities systems and functions than the Tier 1 Technician. This is the primary ticket solver in Ask...
-
Express Service Team Lead
3 weeks ago
Chantilly, Virginia, United States Ourisman Chantilly Kia Full timeJob OpportunityWe are seeking an experienced Express Technician to lead our express team at Ourisman Chantilly Kia. The ideal candidate has 2+ years of experience in Quick Lube/Express Service departments and excels in managing the flow of express service appointments, walk-ins, and Pre-Delivery inspections for new cars.Our express department is growing...
-
Service Desk Support
1 week ago
Chantilly, United States Dunhill Professional Search Full timeJob Description Installs, changes, and repairs moderately complex problems of personal computer hardware and software systems and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct...
-
Service Desk Support
3 weeks ago
Chantilly, United States Dunhill Professional Search Full timeJob DescriptionInstalls, changes, and repairs moderately complex problems of personal computer hardware and software systems and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems...
-
Service Desk Support
3 weeks ago
Chantilly, United States Dunhill Professional Search Full timeJob Description Installs, changes, and repairs moderately complex problems of personal computer hardware and software systems and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct...