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Queue Manager Level 2 in Hanover, MD at ManTech

Date Posted: 10/24/2018

Job Snapshot

Job Description

Group: MCIS

Clearance Level Needed: TS/SCI

Shift: Day

Category: Customer Service & Technical Training

As part of a 24x7 Service Desk, performing the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

Responsibilities include:

1.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2.Monitoring queues to ensure SLAs are maintained.
3.Assigning the tickets which are out of scope to Service Desk/Other Teams
4.Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
5.Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
6.Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
7.Preparing daily reports on Incidents/Change/Problem tickets and SLA status
8.Preparing summary report on all Major incidents occurring on shift
9.Coordinating resources with teams across disciplines to ensure SLA targets are met
10. Coordinating resolution for high priority tickets

Job Requirements

Bachelor's degree and three (3) years' experience or an Associate's degree and five (5) years' experience working with customer technology and support requirements.

Experience working with SLAs

Strong time management and communication skills

Ability to adapt and prioritize work independently in a dynamic environment

Strong interpersonal and presentation skills

Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired

Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Experience working in a customer service role desired

Experience with supporting high priority tickets

Desired: ITIL v3 Foundations certification desired.

Queue Manager schedule is as follows:

Day 1: Sun-Thurs, 0600-1430

Day 2: Tues-Sat, 0600-1430

Swing 1: Sun-Thurs, 1400-2230

Swing 2: Tues-Sat, 1400-2230

Night 1: Sun-Thurs, 2200-0630

Night 2: Tues-Sat, 2200-0630

Weekdays: Mon-Fri, 0700-1530