Service Desk Team Lead; Secret Clearance

Overview

Team Lead (Tier
2) at Red River Managed Services. Requires an active Secret clearance. Responsible for managing a team of service desk engineers, scheduling and coordinating workloads, reviewing and assigning tickets, and assisting in the escalation workflow to troubleshoot and resolve Tier II and higher issues.

• Lead and guide a team to provide exceptional customer service and resolve end‑user IT issues.
• Supervise and oversee a team of service desk engineers.
• Monitor and enforce team goals, performance objectives, and SLAs.
• Develop internal talent, training processes, coaching, and actionable feedback.
• Escalate and communicate at a high level with customers and management.
• Manage technicians’ attendance and overtime for a 24x7x365 environment.
• Identify areas of improvement and implement solutions.
• Maintain performance metrics and KPIs regarding service delivery.
• Document mandatory standards and procedures as technologies evolve.
• Must have ticketing system/SLA experience (Service Now preferred).

• BS in Computer Science, Business Administration, or related field with technical experience.
• Seven years of general IT experience, including three years of management experience.
• Strong verbal and written communication skills.
• Active Secret clearance.
• U.S. citizenship required.

• CompTIA A+, Network+, ITIL V3/V4 Foundation, MCSE/MCSP or other relevant certifications.
• In‑depth knowledge of ITIL and performance metrics.

• Strong leadership and team‑management skills.
• Excellent communication and client‑facing experience.
• Ability to motivate a team and manage ticket queues while supporting client calls.
• Time‑management and self‑starter qualities.
• Knowledge of service‑desk processes, such as incident, change, and problem management.

This is an office position requiring a stationary work environment for multiple hours each day.

Continuous communication with co‑workers using Red River‑approved tools and equipment is required.

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

Red River is an equal‑opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based on protected characteristics is not tolerated.

Red River reserves the right to provide 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 Americans with Disabilities Act of 1990. Contact  only for individuals with disabilities who require special accommodation.