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.