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Queue Manager

Columbia, Maryland · Information Technology
Ticket/Queue Manager 0 with TS/SCI polygraph clearance required.
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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. 
As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated 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.
The Level 0 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.

Minimum education and experience level: Associate's Degree.
Equivalent experience: Two (2) years of experience.
Required Clearance:  Candidate must have a TS/SCI polygraph clearance.

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