Service Desk Team Lead; Secret Clearance

Overview

We are seeking a Team Lead (Tier
2) at Red River Managed Services in Lexington, MA. The role is a strong Service Desk Engineer who will manage day‑to‑day operations, schedule and coordinate workload for up to sixteen service desk technicians in a 24x7x365 environment, and ensure high‑quality incident, change, and problem resolution.

• Lead a team of service desk technicians, providing executive coaching and actionable feedback.
• Supervise, schedule, and oversee daily work including ticket review, assignment, and escalation.
• Monitor and enforce service level agreements (SLAs) and performance objectives, maintaining KPI and reporting.
• Develop internal talent and training processes and maintain documentation on evolving products and technologies.
• Communicate with customers and management at senior levels and manage ticket queue and client calls effectively.
• Maintain a wide array of performance metrics and KPIs regarding service delivery.

• BS in Computer Science, Business Administration, or a related technical field.
• Seven years general IT experience; minimum three years management experience.
• Active Secret clearance.
• Strong written and verbal communication skills.
• Strong ability to motivate and lead a team and work in a team‑based environment.

• Ticketing system/SLA experience (Service Now preferred).
• ITIL Foundation (V3/V4) knowledge and experience in performance metrics.
• CompTIA A+, Network+, MCSE/MCSP (desired).
• Strong time‑management, self‑starter capabilities, and client‑facing confidence.

Applicants must be U.S. citizens. The role is an office position requiring a stationary work environment and continuous communication with co‑workers. The position is onsite at the customer site in Lexington, MA.

Competitive salary, excellent benefits, and an exceptional work environment.

Equal Opportunity Employer – M/F/DISABLED/Vet. All qualified applicants will receive consideration for employment. Discrimination or harassment based on protected characteristics is prohibited.