Senior Queue Manager ECS2058
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IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community. We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.
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Some of the positions are future positions. Please look at the opening line of the job description to determine if this is an open or future position.
Our positions are not remote unless stated in the job description below.
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We are looking to fill this position at the following location(s):
- Washington, DC
Job Description
Senior Queue Manager:
Manage and/or oversee all queues to ensure SLA compliance and improve customer experience through queue management. At IC-CAP, people are our differentiator. As a Sr. Queue Manager supporting our customer, you will be trusted to manage and/or oversee all queues to ensure SLA compliance and improve customer experience through queue management.
In this role, a typical day will include:
Monitors all Queues, review and tag within 30 minutes of receipt and transfer to appropriate queue for triage, troubleshooting, and resolution
Ensure incidents contain required information needed for troubleshooting and resolution
Ensures SLA compliance for proactive monitoring and Incident response are met throughquality assurance validation and continuous review
Assist in problem identification and trend analysis to prevent recurrence of incidents elevate to Problem Management Team.
Misroute / re-route out-of-scope tickets to service desk or appropriate assignment queue to address customers issue at the lowest level possible.
Review ticket backlogs and follow-up with technicians and/or section leads on aging tickets.
Prepare weekly reports on problem tickets and feedback for improvement.
Assists in the development of procedures and documentation for managing queues.
Collaborate with Service Desk to ensure provided knowledge articles are relevant and contain escalation requirements.
Escalate matters and collaborate with Service Leads as deemed necessary to perform tasks.
Education and Experience:
High School Diploma + 9 years
Associate's Degree + 7 years
Bachelor's Degree + 5 years
Master's Degree + 3 years
PhD + 0 years
Training and Certifications:
IAT Level 2
Security Clearance;
TS SCI CI poly