Queue Manager with TS/SCI Poly

US-MD-Columbia
Job ID
2017-2512
# of Openings
18
Category
Information Technology Services

Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

 

IMG is currently in the process of building technical teams to help support one of our federal government customer’s in Maryland. These teams will be responsible for providing enterprise management services to include service delivery in the following areas: build and implementation, operation and maintenance, connectivity, logistics management, identification of asset components, asset management, customer support services and ops and engineering support services.

 

The majority of these technical teams will be operating out of a contractor owned facility in Columbia, MD, but all team members will be responsible for helping support several other government sites across the Washington metropolitan area.

 

IMG is seeking Queue Managers with TS/SCI Full Scope Polygraph for work at our Columbia, MD location.

Responsibilities

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

 

Qualifications

 

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.

  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Ability to adapt and prioritize work independently in a dynamic environment
  4. Strong interpersonal and presentation skills
  5. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
  6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
  7. Experience working in a customer service role desired
  8. Experience with supporting high priority tickets

Required Clearance:  Candidate must have a TS/SCI polygraph clearance

Desired:  ITIL v3 Foundations certification desired.

 

 

IMG COMPANY BENEFITS

 

Health, dental, vision, and life insurance

401(k) with company match

20 days of personal leave plus paid holidays

Certification Reimbursement

 

Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin

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