Service Desk Team Lead

Red River; Chantilly (VA); Sur place; USD 70 000 - 80 000; Plein temps

Résumé du poste

Red River Managed Services in Chantilly, VA seeks a Service Desk Team Lead to guide a 5-10 engineer group within the 24x7 SOC. You will optimize queue management, coach engineers, and ensure SLA/KPI targets are met while collaborating with clients and internal leadership.

You will motivate the team, deliver KPIs, and drive process improvements, onboarding new accounts, and training new staff in a fast-paced, client-focused environment.

Qualifications

• BS in Computer Science or similar degree.
• Seven years of general IT experience.
• Strong communication (verbal and written).
• MCSA/CCNA or equivalent certifications preferred.
• Experience with IT infrastructure (Active Directory, Exchange).

Responsabilités

• Primary service desk technical point of contact for all assigned clients.
• Own and attend recurrent client support review calls and provide technical oversight as well as advisory.
• Review technician priorities in ticketing system.
• Proactively performing daily queue management by assigning tickets to team members.
• Drive the team’s operational efficiency by focusing on KPIs.
• Support the department’s strategy through positivism and leadership.
• Provide direction and guidance as an escalation point for technicians.
• Interface with customer POCs when warranted.
• Escalate tickets and situations to management & executive teams as warranted.
• Support the business objectives set forth for the Managed Services division.
• Team dashboard creation and action plan driving.
• Perform weekly meetings with team and management.
• Report constructive feedback to the service desk leadership on individual performance & recommend trainings/coaching.
• Deliver documents such as RFO, SOP, etc.
• Strong time management and organizational skills.
• Make sure the team members understand the mission/goal for different client segments and deliver the services adequately.
• Assure team members are aware of new/updated procedures while leverage available knowledgebase tool.
• Ensure a positive and healthy coaching culture is lived, based on best practices and in line with the corporate's values.
• Assure on-time attendance and anticipate any attrition changes within the team members.
• Communication and management of the team’s schedule.
• Technical ability to provide delivery team assistance and support.
• Identifying inefficient processes and streamlining for scalability and automation.
• Develop and maintain standard operating procedures for internal and external delivery of managed services.
• Facilitate department projects to successful completion.
• Other business duties as assigned.
• Participation in the review and development of new service offerings.
• Approve timecard and absence requests.
• Onboarding new accounts into Red River Managed Services.
• Participate in training of new employees.
• On call point of escalation.

Connaissances

Strong communication

IT experience

Team leadership

Customer service mindset

Formation

BS in Computer Science or similar

Outils

CCNA

MCSE

ITIL

MCSA/Azure/Office 365

Description du poste

Pay or shift range: $70,000 USD to $80,000 USD

This is a general range for the position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

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 upscale 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.

Position Summary:

The Service Desk Team Lead (TL) will support a team of 5-10 service desk engineers as an active leader in the management of the 24x7 Service Operations Center, located in Chantilly, VA. In addition, the TL should be open, approachable and be able to engage with the engineers individually to understand how to effectively motivate. The TL will build a positive work environment, so their team is ready to provide the best technical support to Red River customers. The TL will be responsible for using quantitative and qualitative data to identify opportunities to drive and coach his engineers to the best levels of performance, so target SLA and KPI objectives are achieved. This role will report to the Technical Service Desk Manager.

Primary Position Tasks:

• Primary service desk technical point of contact for all assigned clients

• Own and attend recurrent client support review calls and provide technical oversight as well as advisory

• Review technician priorities in ticketing system

• Proactively performing daily queue management by assigning tickets to team members.

• Drive the team’s operational efficiency by focusing on KPIs

• Support the department’s strategy through positivism and leadership.

• Provide direction and guidance as an escalation point for technicians

• Interface with customer POCs when warranted

• Escalate tickets and situations to management & executive teams as warranted

• Support the business objectives set forth for the Managed Services division

• Team dashboard creation and action plan driving.

• Perform weekly meetings with team and management.

• Report constructive feedback to the service desk leadership on individual performance & recommend trainings/coaching.

• Deliver documents such as RFO, SOP, etc.

• Strong time management and organizational skills.

• Make sure the team members understand the mission/goal for different client segments (Enterprise/Commercial accounts) and deliver the services adequately.

• Assure team members are aware of new/updated procedures while leverage available knowledgebase tool.

• Ensure a positive and healthy coaching culture is lived, based on best practices and in line with the corporate's values.

• Assure on-time attendance and anticipate any attrition changes within the team members.

• Communication and management of the team’s schedule

• Technical ability to provide delivery team assistance and support

• Identifying inefficient processes and streamlining for scalability and automation

• Develop and maintain standard operating procedures for internal and external delivery of managed services

• Facilitate department projects to successful completion

• Other business duties as assigned

• Participation in the review and development of new service offerings

• Approve timecard and absence requests.

• Onboarding new accounts into Red River Managed Services

• Participate in training of new employees.

• On call point of escalation.

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.

Preferred Education/Certification/Experience:

• MCSA server, Azure and/or Office 365 preferred

• CCNA preferred

Knowledge, Skills and Abilities:

• Technical experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange).

• Technical or management certifications (CCNA, MCSE, ITIL, ISO, SIX SIGMA).

• ITIL foundation

• Ability to motivate a small team.

• In-depth knowledge of performance metrics.

Essential Elements (Mental; Physical; Equipment used):

Equipment Used: Personal Computer and other equipment associated with a general office environment (copier, telephone, fax, etc.)

While performing the duties of this job, the employee is regularly required to sit; use hands, talk, listen/hear. The employee is frequently required to type with hands. The employee is occasionally required to stand; walk and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Special Requirements:

This candidate will operate from the Chantilly, VA offices with minimal travel to customer and partner sites.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.