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