Service Desk Team Lead - Chantilly, United States - Red River

Red River

Verified Company

Chantilly, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Summary:

The Service Desk Team Lead (TL) will support a team of 510 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 ontime 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 preferredKnowledge, Skills and Abilities:

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

ITIL foundation
Ability to motivate a small team.
Indepth 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:
Special Requirements:
U.S. citizenship required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings

here