ITSM Queue Manager

at  KeenLogic

KeenLogic is currently looking for a talented and self-motivated ITSM Queue Manager with the ability to work in challenging, consultative, and collaborative team environment in Alexandria, VA.

JOB DESCRIPTION:

As part of a Service Desk, successful candidate will perform 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. Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. Perform aging analysis and audits to ensure ticketing standards are met. Contribute to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance. The Queue Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process.

REQUIRED EXPERIENCE

Experience working in a customer service role
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 supporting high priority tickets
Experience with ITSM tools such as ServiceNow or equivalent
Required Clearance: Candidate must have a Public Trust clearance
Experience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video
Experience with Microsoft Office365©, Visio, Adobe Acrobat

PREFERRED SKILLS

ServiceNow use and reporting experience
Experience Automated Call Distribution systems
Advanced knowledge of Office365©, Visio and Adobe Acrobat
ITIL v3 Foundations certification

REQUIRED EXPERIENCE

• Bachelor s degree and five (5) years’ experience or High School Diploma and 11 years’ experience working with customer technology and support requirements.
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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
Perform aging analysis and audits
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 during shift
Coordinating resources with teams across disciplines to ensure SLA targets are met
Coordinating resolution for high priority tickets