Queue Coordinator, Level 2
GJB-0107Fort Meade, MDQueue CoordinatorFull-TimeOn-SiteTS/SCI w/ Full Scope Poly
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$65,105-$105,670
About the Queue Coordinator role
- Monitor ticket queues to ensure tickets are assigned, worked, and resolved in accordance with defined Service Level Agreements (SLAs)
- Positions are shift-based work providing 24x7 coverage
What you'll do
- The Level 2 Queue Coordinator shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and assigning tickets
- Verify correct routing of tickets and reroute incorrectly routed ticket
- Assign and prioritize tickets to support resources based on location and required skillset
- Notify on-site resources of critical or high priority tickets
- Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up
- Maintain proper ticket status for all tickets within defined queues
- Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure
- Coordinate tasking of support resources to ensure SLA targets are met
- Provide status of tickets/events as part of shift turnover to incoming resource
- 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
What you'll bring
Qualifications:
- Five (5) years experience in customer service, help desk, or network operations center environment
- Two (2) years supporting a large Enterprise environment
- Two (2) years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
- Experience with Linux or Windows administration desired
- ITIL v3 Foundations certification desired
Other levels in this role
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Gladiator Solutions Provider, LLC 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 status as a protected veteran.