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Sr. Queue Manager

Washington, DC · Information Technology

Sr. Queue Manager
Washington, DC

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

Required Qualifications:
  • 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.
 
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