Service Desk Team Lead, 24/7 Ops & Coaching

Red River; Chantilly (VA); On-site; USD 70,000 - 80,000; Full time

Job summary

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).

Responsibilities

• 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.

Skills

Strong communication

IT experience

Team leadership

Customer service mindset

Education

BS in Computer Science or similar

Tools

CCNA

MCSE

ITIL

MCSA/Azure/Office 365

Job description

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.