Queue Manager, Level 2
GJB-0111Fort Meade, MDQueue ManagerFull-TimeOn-SiteTS/SCI w/ Full Scope Poly
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$67,551 - $107,551
About the Queue Manager role
- Monitor performance to Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined SLA targets
- Lead a team of resources responsible for ticket assignment during defined shift
- Positions are shift-based work providing 24x7 coverage
What you'll do
- 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
What you'll bring
Qualifications:
- 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 ServiceNow, BMC Remedy, or HP Service Manager
- ITIL v3 Foundations certification desired
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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.