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Red River · 1 week ago

Service Desk Team Lead (Secret Clearance)

Lexington, MA

Full-time

Onsite

Senior Level

7+ years exp

Red River Managed Services is a company that fosters a collaborative and innovative workplace. They are seeking a Service Desk Team Lead with an active Secret clearance to guide a team of service desk engineers, ensuring exceptional customer service and efficient resolution of IT issues.

Information TechnologyInfrastructureSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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)