Service Desk Manager

Red River is seeking a Service Desk Manager to join our growing team. This individual will lead a team of technicians and engineers supporting all Red River Managed Service clients . The SD Manager is responsible for the day-to-day operations of the service desk and ensuring processes and procedures are in place for effective and efficient operations in support of our employees and customer s . The SD Manager will play a vital role in boosting end user experience by ensuring the smooth delivery of top-notch services that meet and exceed client expectations and Red River's contractual commitments. Primary Position Tasks: Reporting to the VP of Account Management, oversee the day-to-day activities of the IT Service Desk to ensure users receive required support in a timely manner
Developing, with account staff, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.
Lead, coach and manage the service desk team made up of Tier 1 thru Escalation analysts operating on-site at the customer location.
Develop, document and continuously refine service desk operating processes and procedures to drive improvements for more effective and efficient operations.
Monitor, measure and report on performance against SLAs and KPIs.
Deliver scheduled and ad-hoc Service Desk reporting to management
Assist with managing IT projects that leverage Service Desk staff.
Manage client escalations and customer satisfaction related issues
Provides guidance to direct reports, both first line manager and delivery-oriented employees.
Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.
Ensures clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.
Approves hiring and termination requests within the group.
Works across functions with peers in other groups to ensure completion of shared goals.
Interacts with senior management for reporting, strategy development and execution planning.
Communicates goal results and key performance indicators to direct reports.
Facilitates goal-level creating for the broader functions and works with other managers to ensure efficient delegation.
Supporting finance operations in the process of authorizing invoicing as part of contract management. Minimum Education/Certification/Experience Requirements: BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.
Previous technical support and experience in IT infrastructure with focus on Storage, Backup, Databases or Network.
Active Secret clearance
Knowledge of ITIL framework Preferred Education/Certification/Experience: Experience using an Automated Call Distribution solution for routing of calls and reporting.
Experience with ITSM ticketing solution preferably ServiceNow.
Experience with ServiceNow.
ITIL certification Knowledge , Skills and Abilities : Proficiency in leading both physical and virtual teams
Ability to drive strategic direction
Decision-making skills
Experience in dealing with third-party - provided services
Planning skills
Strong organizational skills capacity to train and guide junior team members
P roactive attitude Basic Qualifications: U.S. Citizenship Required Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here . If you are ready to join a growing company, please submit your resume and cover letter (optional). EOE M/F/DISABLED/Vet Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics. Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.