Abacus Technology is seeking a Queue Manager to manage ticket queues including prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. This is a full-time position.
DULUTH EIT SERVICES: Abacus Technology is hiring immediately for a recently-awarded large, long-term program. Full Scope Polygraph is required. Abacus has been selected as a subcontractor to provide regional enterprise IT services and devices to the end-user workforce of a large Government agency located across the Northeastern United States. IT Services include campus area networks and local area networks supporting end user desktop/laptop/tablet, phone, printers, copiers, and wireless devices. DULUTH interacts with a Global Service Desk and provides data and status for regional enterprise services.
Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. Monitor queues to ensure SLAs are maintained. Assign the tickets which are out of scope to Service Desk/Other Teams. Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved. Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load. Coordinate tickets that cross organizational boundaries to ensure customer satisfaction. Prepare daily reports on Incidents/Change/Problem tickets and SLA status. Prepare summary report on all major incidents occurring on shift. Coordinate resources with teams across disciplines to ensure SLA targets are met. Coordinate resolution for high priority tickets.
3+ years experience in a technical support role including experience in a lead role. Bachelor’s degree in a related field. Experience working with SLAs. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video. Experience working in a customer service role desired. Experience with supporting high priority tickets. Strong time management and communication skills. Ability to adapt and prioritize work independently in a dynamic environment. Strong interpersonal and presentation skills. Must be a US citizen and hold an active/current TS/SCI with Full Scope Polygraph.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.