Queue Coordinator

MANTECH•San Antonio, TX

15h•$60,100 - $99,300•Onsite

About The Position

MANTECH is seeking a motivated, career- and customer-oriented Queue Coordinator to support government intelligence agency customers. The role is based onsite in Annapolis Junction, Maryland, or San Antonio, Texas. The Maryland schedule is Sunday through Thursday, 10 p.m. to 6 a.m.; the Texas schedule is Sunday through Thursday, 9 p.m. to 5 a.m. The position requires a current, active TS/SCI with Polygraph clearance. The Queue Coordinator reviews, assigns, reconciles, and supports service tickets throughout their lifecycle; provides technical and telephone support for Remote Monitoring and Workflow Management services; and coordinates with IT service providers, technicians, site leads, regional managers, and other work centers to manage assignments, priorities, outages, recovery plans, and task completion. The role also conducts database research and monitors ticket workflows. The projected compensation range is $60,100 to $99,300. Benefits, depending on position, include health and life insurance, paid time off, holiday pay, short- and long-term disability, retirement and savings, learning and development opportunities, wellness programs, and optional benefit elections.

Requirements

Bachelor’s degree and at least 2 years of experience, or an associate’s 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 have a current, active TS/SCI with Polygraph clearance.
Able to remain stationary for 50% of the time and perform repetitive motions.
Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Communicate with coworkers, management, and customers, which may involve delivering presentations.
Move about freely in a laboratory setting.

Nice To Haves

Security+ certification

Responsibilities

Review, assign, reconcile, and support service tickets throughout their lifecycle.
Provide technical assistance and telephone support for Remote Monitoring to intelligence customers.
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 assignment.
Monitor and support ticket workflows.