Team Lead, Managed Services Operations

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 escalate 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.

​Technical Team Lead – Service Desk

The Technical Team Lead (TL)will support a team of 10-15 service desk engineers as an active leader in the management of the 24x7 Service Operations Center, located in Chantilly, VA as hybrid onsite role. 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.​​ 

Essential Duties and Responsibilities

• ​​Primary service desk technical point of contact for all assigned clients 
• ​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 management and driving action plans based on team stats
• ​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

​​ 

Minimum Education/Certification/Experience Requirements

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

• Strong communication (verbal and written) skills are a must. 
• Seven years of general IT experience
  • Ability to manage and motivate a small team
  • In-depth knowledge of performance metrics

Preferred Education and Certifications

• BS degrees focused on technology, Business Administration or similar degree with technical experience 

• Microsoft or AWS technical certifications
• ITIL v4 foundations  

Additionally, an ideal candidate will possess: 

• Strong consulting and communication skills 
• Confidence and experience in front of clients 
• Strong ability to work in a team-based environment 
• Ability to be a self-starter and possess good time management skills 

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer.  All qualified applicants will receive consideration for employment.  Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact [email protected]. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.