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.
+++Queue Manager shall possess the following capabilities:
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.
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, but not required.
Required Clearance: Candidate must have a TS/SCI polygraph clearance!
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