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Service Desk Team Lead

1 month ago

Chantilly, Virginia, United States Red River Full time
Service Desk Team Lead

Red 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 provide timely and effective resolution of end-user IT issues
  • Manage the service desk team's workload, including scheduling and coordinating daily tasks
  • Review and assign tickets, and assist in the escalation workflow to troubleshoot and resolve Tier II and higher issues
  • Develop and implement processes to improve service delivery and customer satisfaction
  • Collaborate with other teams to ensure seamless service delivery and resolve complex issues
Requirements:
  • 7+ years of IT experience, with 3+ years of management experience
  • Strong communication and leadership skills
  • Experience with ticketing systems and SLAs (ServiceNow preferred)
  • ITIL foundation certification and in-depth knowledge of performance metrics
What We Offer:
  • Competitive salary and excellent benefits
  • Opportunity to work with a growing company and contribute to its success
  • Collaborative and dynamic work environment

Red River is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment.