Title of Position: Queue Manager
Description of Position:
As part of a 24x7 Service Desk, performing the activities associated with the management of 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.
Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
Monitoring queues to ensure SLAs are maintained.
Assigning the tickets which are out of scope to Service Desk/Other Teams.
Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load.
Coordinating tickets that cross organizational boundaries to ensure customer satisfaction.
Preparing daily reports on Incidents/Change/Problem tickets and SLA status.
Preparing summary report on all Major incidents occurring on shift
Coordinating resources with teams across disciplines to ensure SLA targets are met.
Coordinating resolution for high priority tickets.
* Queue Manager schedule is as follows:
Day 1: Sun-Thurs, 0600-1430
Day 2: Tues-Sat, 0600-1430
Swing 1: Sun-Thurs, 1400-2230
Swing 2: Tues-Sat, 1400-2230
Night 1: Sun-Thurs, 2200-0630
Night 2: Tues-Sat, 2200-0630
Weekdays: Mon-Fri, 0700-1530
Education and Experience Required:
Bachelor’s degree and three (3) years’ experience or an Associate’s degree and five (5) years' experience working with customer technology and support requirements.
Two (2) years 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 SLAs.
Strong time management and communication skills.
Ability to adapt and prioritize work independently in a dynamic environment.
Strong interpersonal and presentation skills.
Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired.
Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required.
Experience working in a customer service role desired.
Experience with supporting high priority tickets.