Service Desk Team Lead

3 weeks ago

Lexington, United States Red River Full time

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)
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. Three years of management experience.
  • An ACTIVE secret clearance
Preferred Education/Certification/Experience:
  • 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
Essential Elements:

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.

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