Job Details

ID #15431025
State Maryland
City Columbia
Job type Permanent
Salary USD TBD TBD
Source Information Management Group
Showed 2021-06-14
Date 2021-06-13
Deadline 2021-08-12
Category Et cetera
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Queue Manager with TS/SCI FSP

Maryland, Columbia, 21046 Columbia USA

Vacancy expired!

Overview

  • IMG - provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is hiring a full-time

    Queue Manager with TS/SCI FSP at its

    Columbia, MD location.

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 30 years.

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.

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
Queue Manager schedule is as follows:
  • Day 1: Sun-Thurs, 0600-1430
  • Day 2: Tues-Sat, 0600-1430
  • Swing 1: Sun-Thurs, 1400-2230
  • Swing 2: Tues-Sat, 1400-2230
  • Night 1: Sun-Thurs, 2200-0630
  • Night 2: Tues-Sat, 2200-0630
  • Weekdays: Mon-Fri, 0700-1530

Qualifications
  • 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

Education: 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.

Clearance Required: TS/SCI prior to consideration

Additional Requirements to be obtained: Full Scope polygraph is required upon starting

Certifications

: ITIL v3 Foundations certification desired.

IMG COMPANY BENEFITS
  • Health, dental, vision, and life insurance
  • Short term and long term disability insurance
  • 401(k) with generous company match
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • 20 days of personal leave plus paid federal holidays
  • Professional development and training assistance

Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Vacancy expired!

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