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Red River Technical Team Lead - Managed Services in Helena, Montana

The Technical 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 Claremont, NH or 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.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here (https://redriver.com/wp-content/uploads/2022/01/Benefits-At-A-Glance-2022.pdf) . 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 and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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.

Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That’s what it means to Rock the Red. Are you ready?

  • We work with purpose, looking to disrupt the status quo in meaningful ways.

  • We act with integrity, showing respect for all and demonstrating our commitment to ethics

  • We value collaboration and work as a team to accomplish goals

  • We elevate creativity, and support curiosity to re-imagine the use of technology

  • We have a strong work ethic, and seek continuous improvement in all we do

  • We embrace philanthropy, working together to drive positive change and lasting impact within communities around us

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