Queue Coordinator

MANTECH•San Antonio, TX

2h•$60,100 - $99,300•Onsite

About The Position

MANTECH is seeking a motivated, career- and customer-oriented Queue Coordinator to join its team in Annapolis Junction, Maryland, or San Antonio, Texas. The role supports government intelligence customers by coordinating and managing service tickets and related workflows. The position is onsite and works an overnight Sunday–Thursday shift: 10 p.m.–6 a.m. in Maryland or 9 p.m.–5 a.m. in Texas.

Requirements

Bachelor’s degree and 2 or more years of experience, an associate degree and 4 years of relevant experience, or a high school diploma and 5 years of relevant experience.
At least 1 year of experience with ServiceNow.
At least 1 year of experience working with workflows.
Must obtain Security+ certification within 6 months after the start date.
Must have a current, active TS/SCI with Polygraph clearance.

Responsibilities

Review, assign, reconcile, and support the management of service tickets throughout their lifecycle.
Provide technical assistance and telephone support for Remote Monitoring to intelligence customers.
Help coordinate with IT service providers and communicate outages and recovery plans.
Help provide technical assistance and support for Workflow Management services.
Communicate with technicians to determine task assignments.
Coordinate with Site Leads and Regional Managers on ticket prioritization and assignments.
Conduct database research to support ticket requirements.
Follow up with other work centers to ensure task completion and task assignment.
Monitor and support ticket workflows.