Queue Manager

US-MD-Annapolis Junction
ID
2017-5859

Overview

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. 

Responsibilities

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.

Qualifications

Labor Category Qualifications:

  • Bachelor’s degree or equivalent combination of education and experience.
  • Two (2) supporting a large Enterprise environment.
  • Experience with Linux, Windows, or network administration.
  • Three (3) years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis.
  • Experience generating reporting from ticketing tools.
  • Experience working with ticketing tools such as ServiceNow, BMC Remedy, or HP Service Manager.
  • ITIL v3 Foundations certification desired.

Labor Category Experience:

  • Monitoring the queues and reallocating tickets before missing Response time SLA;
  • Coordinate tickets that cross organizational boundaries to ensure customer satisfaction;
  • Assigned the tickets which are out of scope to Service Desk/Other Teams;
  • Daily Report on Incidents/Change/Problem tickets and SLA status;
  • Summary report on all Major incidents occurring on shift;
  • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved;
  • Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load;
  • Coordinate resources with teams across disciplines to ensure SLA targets are met; Resource scheduling for Call Center.

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:

  • 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 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

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.

 

 

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