Queue Manager
Queue Manager
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Job Description
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:
queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
queues to ensure SLAs are maintained.
the tickets which are out of scope to Service Desk/Other Teams
associated tickets are related to the parent ticket and proper followup is performed once incident is resolved
proper assignment of tickets as well as facilitation of resource allocation based on work load
tickets that cross organizational boundaries to ensure customer satisfaction
daily reports on Incidents/Change/Problem tickets and SLA status
summary report on all Major incidents occurring on shift
resources with teams across disciplines to ensure SLA targets are met
resolution for high priority tickets
Requirements
Required Skills Experience and Education: Bachelors degree and three (3) years experience or an Associates 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
Required Clearance:Candidate must have a TS/SCI polygraph clearance
Desired:ITIL v3 Foundations certification desired.
Required Experience:
Manager
Employment Type
Full-Time
