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Queue Manager

Columbia, MD 21046 | Contract

Post Date: 03/01/2018 Job ID: 8139 Specialty: IT Infrastructure

The Squires Group is staffing for an exciting long-term project located in the Fort Meade, MD area.  Currently, there are multiple openings for Queue Managers.  As a Queue Manager, you will be part of the service desk management, prioritizing work and assignments for resolution of end user concerns.  This is a 5-year program, and, per our Federal Government Contract, candidates must be US Citizens with an active TS/SCI FS Poly clearance.

Responsibilities

  • Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
  • Supervise queues to ensure Service Level Agreements (SLAs) are maintained
  • Confirm associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
  • Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
  • Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
  • Prepare daily reports on Incidents/Change/Problem tickets and SLA status
  • Create summary report on all major incidents occurring on shift
  • Coordinate resources with teams across disciplines to ensure SLA targets are met
  • Organize resolution for high priority tickets

Qualifications

  • Bachelor’s degree AND 3 years of experience OR Associate’s degree AND 5 years of experience
  • Experience working with SLAs
  • 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
  • Experience supporting high priority tickets
  • ITIL v3 Foundations certification desired
  • Per our Federal Government Contract, candidates must be US Citizens with an active TS/SCI FS Poly clearance

 

A Thousand Reasons to Give Referral Program:

Refer a friend, and you both can earn $1,000 if we place them in a new job opportunity! If you see a position posted by The Squires Group and know the perfect person for the job, please click here to send us your referral. 

 

4 Reasons to Join The Squires Group, Inc.:

  1. Our Commitment to You - We offer competitive pay, multi-year projects and a list of exciting clients.
  2. Work-Life Balance - We work hard, we work smart and have quality time for family and "life."
  3. Golden Rule - We treat our consultants the way we want to be treated: with integrity, professionalism and trust.
  4. We Care About You – We help you meet your career goals and continuously support your efforts in the field. 

The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer


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The Squires Group, Inc. is an Equal Opportunity Employer M/F/Vets/Disabled.