Queue Manager
About The Position
As part of a 24x7 Service Desk, this role involves managing ticket queues, prioritizing work, and assigning tasks to technical resources to resolve end-user issues while ensuring service level agreements (SLAs) and objectives are met. The position requires monitoring queues, ensuring SLAs are maintained, assigning out-of-scope tickets, managing ticket relationships, facilitating resource allocation based on workload, coordinating tickets across organizational boundaries, and preparing daily and summary reports on incidents, changes, problems, and SLA status. The role also involves coordinating resources with cross-disciplinary teams to meet SLA targets and resolving high-priority tickets.
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 ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
- Candidate must have a TS/SCI clearance
Nice To Haves
- Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
- Experience with supporting high priority tickets
- Experience working in a customer service role desired
- ITIL v3 Foundations certification desired
Responsibilities
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Monitoring queues to ensure SLAs are maintained.
- Assigning the tickets which are out of scope to Service Desk/Other Teams
- Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
- Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
- Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
- Preparing daily reports on Incidents/Change/Problem tickets and SLA status
- Preparing summary report on all Major incidents occurring on shift
- Coordinating resources with teams across disciplines to ensure SLA targets are met
- Coordinating resolution for high priority tickets
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
