Queue Manager (94108BR)

  • ManTech International
  • USA, MARYLAND, Hanover
  • 02/26/2018

Job Description

USA, MARYLAND, Hanover Full-Time Security Clearance: TS/SCI Become an integral part of a diverse team that leads the world in Mission, Cyber, and Intelligence Solutions. At ManTech International Corporation, you will help protect our national security while working on innovative projects that offer opportunities for advancement. Position Description 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. Responsibilities include: 1.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. 2.Monitoring queues to ensure SLAs are maintained. 3.Assigning the tickets which are out of scope to Service Desk/Other Teams 4.Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved 5.Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load 6.Coordinating tickets that cross organizational boundaries to ensure customer satisfaction 7.Preparing daily reports on Incidents/Change/Problem tickets and SLA status 8.Preparing summary report on all Major incidents occurring on shift 9.Coordinating resources with teams across disciplines to ensure SLA targets are met 10. Coordinating resolution for high priority tickets Required Candidate must have a TS/SCI polygraph clearance 06-08 years w/High School Diploma 00-02 years w/Bachelors Degree / Requires Bachelor’s degree (in Computer Science or related field) or equivalent, and zero to two years of related experience. ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies. JBManTech ICJBMeta