Help Desk Lead/Supervisor (Tier 2) Tues-Sat, 7:45am - 4:15pm

Are you in search of boundless career prospects? Do you possess a growth-oriented mindset and thrive on taking initiative? If so, then Red River is the ideal destination for you! At Red River, we live by the mantra "Rock the Red." It serves as our guiding principle, urging us to surpass ordinary expectations, exert extra effort, exhibit our utmost capabilities, be present, and most importantly, enjoy the journey.
We have seven core values that we live by.
Collaboration - We value collaboration and work as a team to accomplish results.
Creativity - We foster creativity and encourage curiosity to envision new ways of utilizing technology.
Integrity - With integrity and respect, we exemplify our unwavering commitment to ethical standards.
Philanthropy - We collaborate for positive, lasting change in communities around us.
Purpose - We purposefully seek to meaningfully disrupt the status quo.
Respect - We value RESPECT for all, embracing all diverse perspectives and contributions.
Strong Work Ethic - Our strong work ethic drives us to continually improve in all our endeavors.
Does this resonate with you? As one of the rapidly expanding Managed Services Companies in the nation, we are eager to bolster our team with exceptional talent. With offices throughout the U.S. and guided by some of the most accomplished leaders in the field, we excel in assisting organizations in overcoming intricate IT obstacles, regardless of their location. It is undoubtedly a dynamic setting where we collaboratively confront our customers' challenges head-on and ensure they stay ahead of the ever-evolving technological landscape! Come delve into one of the many opportunities we offer.
How will you contribute to making an impact? Join our team as the NOC Shift Supervisor II and take the lead in an exciting role at the heart of our cutting-edge RRMS NOC. As a pivotal member, you'll not only leverage your expertise as a top-tier NOC Engineer II but also spearhead the daily operations of our Network Operations Center (NOC). Your role will involve orchestrating and optimizing the team's workflow, directing the assignment of tasks, and actively participating in the resolution of Tier II and advanced issues. Beyond managing the NOC workforce, you'll play a key role in managing high-impact projects, contributing to our dynamic work environment while leading by example. Ready to be at the forefront of innovation and problem-solving? This role offers a unique opportunity to make a significant impact while fostering your leadership skills in a fast-paced, collaborative setting.

You will be tasked to:

• Supervise and lead a team consisting of NOC engineers & Help Desk Technicians.
• Be available and approachable for direct reports.
• Monitor and ensure the team's adherence to goals and performance objectives.
• Enhance and achieve Service Level Agreements (SLAs).
• Develop internal talent and refine training processes.
• Offer coaching and actionable feedback to team members.
• Escalate and maintain high-level communication with both customers and management.
• Manage the attendance of NOC engineers (check-in/check-out times).
• Identify areas for improvement and develop corresponding growth plans.
• Oversee the overall performance and reliability of the local NOC team by establishing and implementing technical and operational standards aligned with NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis).
• Manage operations for 3 to 6 level-I geographically dispersed NOC engineers in a 24x7x365 environment, providing incident, change, and problem resolution for 300+ clients in a Managed Services environment.
• Maintain a wide array of performance metrics and KPIs related to service delivery.
• Continuously update and uphold standards and documentation as products and technologies evolve.

Requirements:

• Proficiency in administering and maintaining Windows Server 2008 and above.
• Advanced knowledge of supporting/managing desktop operating systems.
• Experience in Email Administration, including high-level user management such as configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
• Familiarity with basic virtualization Administration, including tasks like rebooting virtual machines, resource allocation, and possessing basic architecture knowledge.
• Strong experience and proficiency in domain functionality and knowledge of Active Directory services, Group Policy, DNS, DHCP.
• Exceptional ability to troubleshoot issues related to Windows and Mac OS at hardware and software levels.
• Proficiency in troubleshooting Remote Desktop Services and VPN (SSL and IPSec).
• Intermediate knowledge of Backup Solutions.
• Intermediate understanding and troubleshooting capability with common remote solutions such as RDP and Azure WVD.
• Basic understanding of core network components.

Minimum Education/Certification/Experience Requirements:

• Minimum 3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy
• Previous Experience in a fast-paced consulting or MSP environment as plus
• For example: Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on Storage, Backup, Databases and Network.
• Other important experience

Preferred Education/Certification/Experience:

• Bachelor’s degree desired
• Required certifications: CompTIA A+, Network+, CCNA, AWS Solutions Architect Associate, Azure Administrator and Office 365 Fundamentals 

Knowledge, Skills and Abilities:

• Team Leadership 
• Detailed oriented 
• Strong organizational skills 
• Confident decision-making skills 
• Strong consulting and communication skills 
• Confidence and experience in front of clients 
• Strong ability to work in a team-based environment 
• Ability to be a self-starter and possess good time management skills 

Essential Elements (Mental; Physical; Equipment used): 

• This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday. 
• This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment. 

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.