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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 Manager, MS Operations and take the lead in an exciting role at the heart of Managed Services organization. As a pivotal member, you'll not only leverage your expertise as Manager to spearhead the 24/7 operations of our NOC & SD. Your role will involve orchestrating and optimizing the team's workflow, ensuring agents are delivering high quality support, analyzing metrics like response times, resolution times, and customer satisfaction, and identifying areas for improvement in service delivery processes, tools, or team performance. Beyond managing the 24/7 operations, you'll play a key role in assisting with managing our offshore delivery center. 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:

• Manage and provide leadership to a team of Supervisors, ensuring effective coordination of operations and adherence to SLAs.

• Foster a collaborative and high-performance culture, providing mentorship and development opportunities to team members.

• Manage resource allocation, staffing schedules, and capacity planning to meet operational demands effectively.

• Identify training and development needs to ensure team members have the skills required for their roles.

• Ensure the NOC and Service Desk operate smoothly and efficiently 24/7, maintaining high standards of service delivery and customer satisfaction.

• Conduct regular performance reviews and analysis of NOC and Service Desk operations, identifying trends, issues, and improvement opportunities.

• Provide data-driven insights and recommendations to support strategic decision-making.

• Optimize and evolve team configurations and workflows to align with changing operational demands and optimize efficiency.

• Lead high-impact projects and initiatives related to NOC operations, collaborating with cross-functional teams to drive innovation and service excellence.

• Develop and implement operational standards and best practices aligned with industry standards and organizational goals.

• Serve as a point of escalation for your team, maintaining strong communication with clients and stakeholders to ensure their needs are met effectively.

• Build and nurture strong client & colleague relationships, demonstrating a deep understanding of their objectives and requirements.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.

• Minimum 5 years of experience in a leadership role within a Managed Services Provider (MSP) environment, with a strong background in NOC operations and/or service desk management.

• Proven experience managing teams in a 24/7 operational environment, with a focus on delivering high-quality IT services and meeting SLAs.

• Expertise in ITIL framework, incident management, change management, and service assurance processes.

• Strong technical acumen with proficiency in network infrastructure, IT systems, and cloud technologies.

• Excellent communication skills, with the ability to interact confidently with clients, executives, and technical teams.

• Certifications such as ITIL Foundation, CompTIA Network+, CCNA, and experience with cloud platforms (e.g., AWS, Azure) are highly desirable.

Personal Attributes:

• Strategic thinker with a proactive approach to problem-solving.

• Strong leadership capabilities with a track record of building and motivating high-performing teams.

• Excellent organizational skills and attention to detail.

• Ability to thrive in a fast-paced and evolving environment, demonstrating resilience and adaptability.

• Commitment to continuous learning and professional development.

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 (https://redriver.com/wp-content/uploads/2023/12/Benefits-At-a-Glance-2024-1.pdf) . 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.

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Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That’s what it means to Rock the Red. Are you ready?

• 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 re-imagine 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

Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as “Company”, “we”, “our” or “us”) may collect about you, how this information may be used by Company, your privacy rights and the Company’s obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA").

https://redriver.com/wp-content/uploads/2023/08/CPRA-Notice-to-Employees-updated30.pdf

https://www.dol.gov/agencies/ofccp/posters