Queue Manager, Level 2

GJB-0111 Fort Meade, MD TS/SCI + Full Scope Poly On-site $67,551 – $107,551

The Level 2 Queue Manager shall possess the following capabilities to perform the following routine tasks:

• 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

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 Service Now, BMC Remedy, or HP Service Manager ITIL v3 Foundations certification desired

TS/SCI + Full Scope Poly, required at start.