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 a current Top Secret clearance with SCI access and a polygraph.