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Queue Manager

DCCA is a veteran-owned high-technology company specializing in providing information technology services to a variety of government agencies and commercial enterprises since 1982.  DCCA is proud to offer a strong, competitive compensation and benefits package.  Visit our website at: www.dcca.com.

Candidates MUST have an active TS SCI with Poly to be considered

 

 

Queue Manager

 

 

 

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

 

Required Skills           

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.

 

1.         Experience working with SLAs

2.         Strong time management and communication skills

3.         Ability to adapt and prioritize work independently in a dynamic environment

4.         Strong interpersonal and presentation skills

5.         Experience with desktop environment, local area networks, telephony, voice,        l     and mobile radio, and/or video desired

6.         Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

7.         Experience working in a customer service role desired

8.         Experience with supporting high priority tickets

 

Desired Skills

ITIL v3 Foundations certification

 

 

Candidates MUST have an active TS SCI with Poly to be considered

DCCA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

Company Name:
Security Clearance:
Top Secret / SCI + Poly
Location:
Annapolis Junction, Maryland
Country:
United States
Salary:
Not Specified
Job Number:




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