VTC SCHEDULING & QUEUE MANAGER at CompQsoft, Inc.

Alexandria, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

VTC Scheduling, Queue Management, Workload Balancing, ServiceNow, SLA Adherence, Live Monitoring, Troubleshooting, AV Equipment, Process Optimization, Ticket Routing, Shift Management, DISN Video Services II, MS Teams, Cisco Systems, ITSM, Analytical Skills

Industry

IT Services and IT Consulting

Description

Description Title: VTC SCHEDULING & QUEUE MANAGER Location: Mark Center VA Duration: Long Term Clearance required: DOD Secret Requirements OVERVIEW: A VTC Scheduling & Queue Manager acts as the central traffic controller, balancing workloads across teams, escalating urgent issues, and optimizing workflow processes to improve service efficiency. Directs daily video teleconferencing operations, including scheduling, technical setup, and troubleshooting for secure/non-secure meetings. They serve as a key technical point of contact, supporting senior leadership with live monitoring, routes, and prioritizes incoming tickets, incidents, or requests within the ServiceNow platform to ensure adherence to SLAs. DUTIES & RESPONSIBILITIES: Operations & Scheduling: Manages the scheduling, configuration, and initiation of VTC sessions. Technical Support: Performs live monitoring, troubleshooting, and troubleshooting of AV equipment (cameras, microphones, codecs) during, before, and after meetings. Leadership/Facilitation: Coordinates multi-site, high-visibility meetings and serves as the primary contact for attendees. Reporting: Maintains event logs, sends invitations, and prepares after-action reviews · Queue Monitoring & Ticket Routing: Continuously monitor incoming ServiceNow tickets, identifying, classifying, and assigning them to the appropriate teams or engineers. · Workload Balancing: Distribute cases evenly among available staff to prevent bottlenecks. · Process Optimization: Analyze workflow inefficiencies and recommend improvements to the ServiceNow system or internal procedures. · Reporting & Communication: Provide updates on ticket volume, backlog risk, and performance metrics to stakeholders. · Shift Management: Coordinate with teams across time zones to ensure seamless shift handovers REQUIRED QUALIFICATIONS: Active DoD-sponsored Secret (minimum) or Higher Minimum 3-5+ years of experience in VTC facilitation and scheduling Platform Knowledge: Familiarity with DISN Video Services II, MS Teams, and Cisco systems, ServiceNow · Experience: 3+ years in a customer-facing role, IT support, or Service Management (ITSM). · Platform Knowledge: Hands-on experience with the ServiceNow ITSM module is crucial. · Skills: Strong analytical, communication, and organizational skills, with the ability to work under high pressure. DESIRED CERTIFICATIONS: ServiceNow CSA (Certified System Administrator) Cisco Collaboration Expert or Cisco Certified Internetwork Expert (CCIE) DoD 8570 Information Assurance Technical (IAT) Level II Certification

Responsibilities

This role manages daily video teleconferencing operations, including scheduling, technical setup, and troubleshooting for secure and non-secure meetings, acting as the central traffic controller. Key duties involve continuously monitoring the ServiceNow queue, routing tickets, balancing workloads among staff, and optimizing workflow processes to meet service level agreements.