BRIDGES Consulting, Inc.

Queue Manager - Level 2

3 months ago
Requisition ID
2017-2378
Job Type
Full Time
US-MD-Annapolis Junction
Division
Cyber Solutions
Exempt/Non-Exempt
Exempt

About Bridges Consulting, Inc.

With the passion to make a difference, BRIDGES solves national security and commercial vulnerability challenges using cyber intelligence. In today’s cyber battleground, our team of elite experts makes BRIDGES an industry pacesetter and agile innovator that delivers success as a trusted partner.

 

We are hiring top talent for a rapid growth trajectory while maintaining our culture and values of commitment, integrity, respect, and courage. Within the BRIDGES family, our employees are our first priority. We offer best-in-class compensation and benefits, a collaborative atmosphere, and opportunities to develop and advance; ... and we have fun!

Position Description

Title of Position: Queue Manager - Level 2

 

Description of Position: 

 

The Level 2 Queue Manager shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and reallocating tickets before missing Response time SLA; Coordinate tickets that cross organizational boundaries to ensure customer satisfaction; Assigned the tickets which are out of scope to Service Desk/Other Teams; Daily Report on Incidents/Change/Problem tickets and SLA status; Summary report on all Major incidents occurring on shift; Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved; Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load; Coordinate resources with teams across disciplines to ensure SLA targets are met; Resource scheduling for Call Center.

 

Education and Experience Required: 

  • Bachelor’s degree or equivalent combination of education and experience.
  • Two (2) 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 ticketing tools such as ServiceNow, BMC Remedy, or HP Service Manager. ITIL v3 Foundations certification desired.

Clearance Requirement:

  • TS/SCI with Polygraph

EOE AA M/F/D/V to EOE AA M/F/Vet/Disability

 

EEO is the Law poster

Qualifications

 Requires TS/SCI with Poly

 

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