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Que Manager

Columbia, MD 21046

Posted: 11/06/2018 Employment Type: Contract Specialty: IT Infrastructure Job Number: 9045

Join one of the largest Federal Programs in the MD/DC/VA area!  With a 17-year history of supporting the Intelligence Community in a managed services program, our client uses the latest and greatest technologies.  For this 5-year project, (with an additional 5 option years), they are looking to hire a Service Desk Manager in their Columbia, MD location.

                                                                                                                        

Per our Federal Government Contract, candidates must be U.S. Citizens with an active TS/SCI Full Scope Poly clearance.

Responsibilities

  • Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution Monitor queues to ensure SLAs are maintained
  • Assign the tickets which are out of scope to Service Desk/other teams
  • Ensure 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 endure customer satisfaction
  • Prepare daily reports on incidents/change/problem tickets and SLA status
  • Prepare summary reports on all major incidents occurring on shift
  • Coordinate resources with teams across discipline to ensure SLA targets are met
  • Coordinate resolution of high priority tickets

Qualifications

  • Bachelor's Degree and 3 years’ experience or Associate's degree and 5 years' experience in in customer technology and support requirements
  • Experience working with SLAs
  • Strong management and communication 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
  • Experience in a customer service role supporting high priority tickets
  • Per our Federal Government Contract, candidates must be U.S. Citizenswith an active TS/SCI  Full Scope 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.