KeenLogic is hiring a
Junior Queue Manager

Summary

Join KeenLogic as an ITSM Queue Manager in Alexandria, VA. The successful candidate will manage ticket queues, prioritize work, and assign tickets to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

Requirements

• Experience working in a customer service role
• 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 supporting high priority tickets
• Experience with ITSM tools such as ServiceNow or equivalent
• Required Clearance: Candidate must have a Public Trust clearance
• Experience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video
• Experience with Microsoft Office365, Visio, Adobe Acrobat
• Bachelor's degree and five (5) years' experience or High School Diploma and 11 years' experience working with customer technology and support requirements

Responsibilities

• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
• Monitoring queues to ensure SLAs are maintained
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Perform aging analysis and audits
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
• Preparing daily reports on Incidents/Change/Problem tickets and SLA status
• Preparing summary report on all Major incidents occurring during shift
• Coordinating resources with teams across disciplines to ensure SLA targets are met
• Coordinating resolution for high priority tickets

Preferred Qualifications

• ServiceNow use and reporting experience
• Experience Automated Call Distribution systems
• Advanced knowledge of Office365, Visio and Adobe Acrobat
• ITIL v3 Foundations certification