ASRC Federal - Vistronix is a national security solutions provider specializing in transforming big and complex data sets into mission critical intelligence. Ingesting, processing, and exploiting Big Data is at the core of everything we do: Cyber & SIGINT Operations, C4ISR & Multi-INT Processing, and Enterprise & Open Source Analysis. As a national security middleweight, we have a passion for our customers' mission and value ingenuity, agility, speed, and the ability to think and deliver at scale. For more information, visit www.vistronix.com.
ASRC Federal - Vistronix is currently seeking an experienced Queue Manager for a role on one of our subcontracts. This full time position affords the successful candidate the opportunity to work in an engaging, high-tech development environment, working with an excellent team and customer base.
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.
Labor Category Qualifications:
Labor Category Experience:
Job Specific Responsibilities Include:
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
Job Specific Qualifications:
Experience working with SLAs
Strong time management and communication skills
Ability to adapt and prioritize work independently in a dynamic environment
This position requires an active Security Clearance.
Positions require a Top Secret security clearance, based on current background investigation (SBI), as well as the favorable completion of polygraph. Clearance and polygraph processing will be completed by the U.S. Government.
ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.