IT Veterans seeking a Sr.Queue Manager with an active TS/SCI clearance. The Sr. Queue Manager will be trusted to manage and/or oversee all queues to ensure SLA compliance and improve customer experience through queue management.
Responsibilities: ⦁Monitors all queues, reviews and tag within 30 minutes of receipt and transfer to appropriate queue for triage, troubleshooting, and resolution ⦁Ensure incidents contain required information needed for troubleshooting and resolution ⦁Ensures SLA compliance for proactive monitoring and Incident response are met through quality assurance validation and continuous review ⦁Assist in problem identification and trend analysis to prevent recurrence of incidents elevate to Problem Management Team ⦁Misroute / re-route out-of-scope tickets to service desk or appropriate assignment queue to address customers issue at the lowest level possible ⦁Review ticket backlogs and follow-up with technicians and/or section leads on aging tickets ⦁Prepare weekly reports on problem tickets and feedback for improvement ⦁Assists in the development of procedures and documentation for managing queues ⦁Collaborate with Service Desk to ensure provided knowledge articles are relevant and contain escalation requirements ⦁Escalate matters and collaborate with Service Leads as deemed necessary to perform tasks
TS/SCI clearance with the ability to gain and maintain a CI Poly.
Must have and maintain a DoD 8570 approved IAT II level certification
Education/Experience: High School Degree + 9 years of experience Associate Degree + 7 years of experience Bachelor Degree + 5 years of experience Master Degree + 3 years of experience PhD + 1 years of experience
At IT Veterans LLC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success.