29 days old

Queue Manager (QM2) (Government)

Columbia, MD 21045
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AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

**AT&T has an opening for a Queue Manager -** To perform 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.

**Description of Job Duties/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

+ 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 on shift

+ Coordinating resources with teams across disciplines to ensure SLA targets are met

+ Coordinating resolution for high priority tickets

**Required Clearance:** TSSCI with polygraph. (#polygraph)

**Required Qualifications:** Bachelors degree and three (3) years experience or an Associates degree and five (5) years' experience working with customer technology and support requirements.

+ 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 desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired

+ Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

+ Experience working in a customer service role desired

+ Experience with supporting high priority tickets

**Desired Qualifications:** ITIL v3 Foundations certification desired.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws. AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2020-10-29 Expires: 2020-12-27
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Queue Manager (QM2) (Government)

Columbia, MD 21045

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