Red River

Managed Services Operations Supervisor

US-NH-Claremont
Category
Information Technology
Travel
10%
Type
Regular Full-Time

Overview

Are you a motivated, customer focused leader with the innate capability to lead and mentor teams?  Red River’s Managed Services Operations Supervisor drives our technical team of NOC Engineers to exceed our customer expectations.  At the same time, the MSOS will help guide individuals to succeed and grow within their careers!

 

Check out this video with one of our NOC team members talking about how it feels for some of our Everyday Wins!

 

Our Network Operations Center (NOC) is a secure 24x7 Service Operations Center, located in Claremont, NH providing service and support for Red River’s customers.

Responsibilities

  • Provide exceptional level of service consistently for all customers, both internal and external
  • Manage daily workflows, ensure team manages tickets in accordance with policies and procedures, and certifying that staff are adhering to productivity standards and meeting service-level objectives on key metrics
  • Communicate group requirements through written documents, visual and oral presentations.
  • Manage the staffing model including shift coverage, regular coaching, feedback, training, and professional development plans, work with HR on annual reviews and quarterly business goals.
  • Participate in recruiting and maintaining of staff to meet required staffing levels
  • Provide operational and technical escalation support for delivery teams
  • In coordination with the Managed Services Operation Manager deliver monthly operational metrics and continuous improvement plans to demonstrate how we are managing the business, costs, and customer satisfaction
  • Onboard new accounts into Red River Managed and Professional Services and ensure team is prepared to support
  • Create and manage team budget

Qualifications

  • 5+ years of leadership experience within a technical environment
  • Industry knowledge of Cisco, Splunk, Dell/EMC, NetApp, VMware and other major OEM’s required
  • Ability to develop and maintain standard operating procedures for internal and external delivery of managed services, based on ITIL methodologies 

Preferred Education/Certification/Experience:

  • BS in Computer Science, Business Administration combined with technical and management experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange)
  • 5+ years managing computer or network operation centers with direct management of 10 or more people
  • Experience managing helpdesk case management software and SNMP based monitoring solutions
  • Technical or management certifications (CCNA, MCSE, ITIL, ISO, SIX SIGMA)

Performance Expectations

  • We work with purpose, looking to disrupt the status quo in meaningful ways.
  • We act with integrity, showing respect for all and demonstrating our commitment to ethics
  • We value collaboration and work as a team to accomplish goals
  • We elevate creativity, and support curiosity to reimagine the use of technology
  • We have a strong work ethic, and seek continuous improvement in all we do
  • We embrace philanthropy, working together to drive positive change and lasting impact within communities around us

Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.

 

Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia.

 

EOE M/F/DISABLED/Vet

Red River Computer Co., Inc. is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

 

Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required) online at http://www.redriver.com/company/careers.

 

MOC

Army: 42A Human Resoource Specialist / 42L Administrative Specialist

Navy: IT Information System Technician
Airforce: 3A Information Management

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