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.
- 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
- 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
- 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
- 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
Vacancy expired!