Queue Manager II

Requisition ID
Job Type
Full Time
Posted Date
1 month ago(2/20/2018 3:35 PM)
Job Location
US-MD-Annapolis Junction
Advisory Services
Comprehensive benefits package including traditional and non-traditional benefits; generous retirement, PTO and professional enhancement.

Position Description

 **Required Clearance: Candidate must have a TS/SCI polygraph clearance at time of application**


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 Skills, Experience, and Education:


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.

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

Desired: ITIL v3 Foundations certification desired.


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




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


About Bridges Inc.

With the passion to make an impact, 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!


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