-
ID
#46022254 -
Job type
Permanent -
Salary
Negotiable -
Source
Red River Technology LLC -
Date
2022-09-26 -
Deadline
2022-11-24
Pipeline - Service Desk Team Lead Tier 2
Massachusetts, Cambridge, 02138 Cambridge USAPermanent
Vacancy expired!
In anticipation of a contract award, we are looking for a Tier 2 Team Lead with a Secret clearance. The Team Lead (Tier 2) is a strong service desk Engineer, primarily responsible for working on a team within the Service Desk and managing the day-to-day functions, including scheduling and coordinating daily workload for service desk Technicians, reviewing and assigning tickets, and assisting in the escalation workflow to troubleshoot and resolve Tier II and higher issues. The primary tasks include:
• Supervises and oversees a team of service desk engineers;• Monitors and enforces team goals and performance objectives;• Improves and achieves SLAs;• Develops internal talent and training processes;• Provides coaching and actionable feedback to reports;• Escalates and communicates at a high level with customers and management;• Manages service desk technicians' attendance (check-in/check-out times);• Identifies areas of improvement and creates growth plans;• Manages the overall performance and reliability of the local NOC team by establishing and implementing technical and operational performance standards as defined for NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis);• Manages operations for 3 to 6 level 1 service desk technicians' in a 24x7x365 environment as they provide all manner of the incident, change, and problem resolution to 300+ clients in a Managed Services environment;• Maintains a wide array of performance metrics and KPIs regarding service delivery;• Supports and manages desktop operating systems; and• Maintains standards and documents on an ongoing basis as products and technologies evolve.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.
- MCSA server or O365 preferred
- CCNA preferred
- 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.
Vacancy expired!
Report job