Queue Manager

Summary

Join KeenLogic as an ITSM Queue Manager/Analyst and contribute to a collaborative team supporting the National Science Foundation. This remote, full-time position requires managing and prioritizing IT support tickets, ensuring efficient resolution of end-user concerns. You will analyze systems, provide Tier I/II support for business applications, and collaborate with various teams. The role demands strong technical expertise, excellent customer service skills, and experience with ITSM tools like ServiceNow. A Bachelor's degree with 3+ years of relevant experience or a High School Diploma with 11 years of experience is required. This position offers the opportunity to work remotely in Alexandria, VA.

Requirements

• US citizen
• Bachelor’s degree with 3+ years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles
• 3+ years of experience providing phone and/or in-person support for business applications
• Experience working with ITSM tools such as ServiceNow or equivalent, and supporting high-priority tickets
• Experience with Microsoft Office 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps
• 2+ years of Asset Management
• ITIL Service Management

Responsibilities

• Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution
• Perform aging analysis and audits to ensure ticketing standards are met and service levels (SLAs) are maintained
• Coordinate tickets across organizational boundaries and prepare daily and summary reports on Incidents, Change, and Problem tickets
• Escalate tickets with a high degree of recurrence, high severity, or unknown root causes to the Problem Management process
• Analyze client business applications and data to identify, correct, and report malfunctions
• Provide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuning
• Assist with help desk calls, emails, and in-person support, acting as a liaison between clients and support groups to resolve issues
• Document tickets with detailed information for escalation to Tier III teams, and contribute to knowledge base articles and procedural documentation
• Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software
• Set up new user accounts, including enterprise email configuration, and assist clients with account/application technical problems
• Engage in advanced troubleshooting with remote assistance tools such as Citrix, RCN, Fast Access, and Web VPN
• Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support calls
• Coordinate with vendors on items that require escalation to Tier III support
• Prepare training materials for service desk staff and participate in the Problem Management process for repetitive error conditions

Preferred Qualifications

• ServiceNow use and reporting experience
• Experience with Automated Call Distribution systems
• Advanced knowledge of Office 365, Visio, and Adobe Acrobat
• ITIL v3 Foundations certification
• Experience with business application training, troubleshooting, and user acceptance testing

Benefits

Remote work, Full-Time, M-F