Desktop Support Queue Manager-Washington, DC-2053
DirectViz Solutions, LLC Washington, DC
- Posted: over a month ago
DirectViz Solutions, a high-level, strategic consulting services firm that meets mission IT needs for government clients. We have an opening for a Desktop Support Queue Manager. This position is located in Washington DC., and requires an active Secret or Top Secret clearance. ServiceNow experience is highly desired.
Desktop Support Queue Manager Responsibilities:
- Attend daily operations calls and identify priority tickets and tasks in queues for teams to focus on best practices and proper execution of ticket management processes.
- Monitor DSS queues and make adjustments, re-assigning tickets for even distribution
- Communicate with Support Technicians to ensure they respond to, update, and resolve tickets within the Incident Management guidelines and Service Level Targets as defined in the ITESS task and IRM Master SLA.
- Perform external ticket transfers with Incident Management as backup
- Positively confirm ticket hand-off to Support Technicians
- Provide training to Support Technicians on queue management as required
- Maintain a daily log of queue management coordination efforts
- Collaborate with the Incident Management Branch on ticket quality control and effective queue management practices.
- Collaborate with the Change and Asset Management Branches on performance and adherence to standard process.
- Document tickets thoroughly and transfer to the appropriate action office inside of Customer Service Organization (CSO) (Note: follow escalation procedure before transferring to Problem Management, Special Projects, or other support groups.)
- Work closely with Help Desk (e.g., misrouted tickets, After-Hours Transfers outside of CSO)
- Ensure Government Technical Manager(s) are aware of any issues
DirectViz Solutions, LLC provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.
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