ProSync

  • Queue Manager Level 2 (DH)

    ID
    2017-1925
    # of Openings
    18
    Category
    Help Desk
    Clearance Level
    TS/SCI with Polygraph
    Location
    US-MD-Columbia
    Posted
    9/21/2018
  • Overview

    Great interpersonal skills? ✔ Excellent communicator? ✔ Patient? ✔ Quick and analytical? ✔ Love to coordinate with people and teams to ensure mission objectives are met? ✔ Able to adapt? ✔ If you have all of these qualities, apply to be our Queue Manager.

    Responsibilities

    Title of Position: Queue Manager 

      

    Description of Position:

    • 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.

    • 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

    Education and Experience Required:

    • 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.

    • Two (2) years 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 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.

    • Desired:  ITIL v3 Foundations certification desired.

    Clearance Requirement:

    • TS/SCI with Polygraph

    ProSync's executive team creates and expands business opportunities, recruits talented and intelligent technology professionals, and fosters a company culture that empowers ProSync professionals to shape and mold the direction of their careers and the direction of ProSync.

       

    Employees of ProSync Technology Group, LLC and applicants for employment shall be afforded equal opportunity in all aspects of employment without regard to race, color, religion, political affiliation, national origin, disability, sex, age, or marital status.

       

    Email Staffing@prosync.com for more specifics regarding the position.

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