Queue Coordinator

ManTech; Annapolis (MD); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Queue Coordinator to enhance customer service and technical support in Annapolis Junction. This role involves managing service tickets, providing telephonic support, and coordinating with IT service providers to ensure seamless operations. The ideal candidate will possess strong communication skills and a customer-oriented mindset, with the opportunity to grow within the position. Join a dynamic team that values your contributions and offers a supportive work environment. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• 3+ years in customer service or 1+ year with a Bachelor's degree.
• IAT level II certification required within 6 months.

Responsibilities

• Manage service tickets and provide technical support.
• Coordinate with IT service providers and communicate outages.

Skills

Customer Service

Technical Assistance

Ticket Management

Communication Skills

Education

High School Diploma

Bachelor's Degree

Tools

Service Ticketing Systems

Remote Monitoring Tools

Database Management

Job description

ManTech seeks an experienced and passionate, career and customer-oriented Queue Coordinator to join our team in Annapolis Junction, MD. The successful candidate will be responsible for installing and troubleshooting all desktop devices to include desktop VTCs and associated equipment, such as MFDs, laptops, and conference rooms.

2nd Shift Monday – Friday 2:00 pm – 10:00 pm

Responsibilities include, but are not limited to:

1. Review, assign, reconcile and support the management of service tickets throughout their lifecycle
2. Provide technical assistance and telephonic support for Remote Monitoring to Intel Customers
3. Help coordinate with IT service providers and communicate outages and plans for recovery
4. Help provide technical assistance and support for Workflow Management services
5. Communicates with technicians to determine task assignments
6. Coordinates with Site Leads and Regional Managers on ticket prioritization and assignments
7. Conducts database research to support ticket requirements
8. Follows up with other work centers to ensure task completion and task assignment
9. Monitor and support ticket workflows

Minimum Qualifications:

1. 3+ years of experience in customer service with High school diploma or 1+ year in customer service with Bachelor degree and willingness to learn Queue coordinator functions throughout the position
2. Must be willing to work the 2nd Shift Monday – Friday 2:00 pm – 10:00 pm
3. Possess an IAT level II baseline certification as defined by DoD 8570.01-M such as Security + *Must attain within 6 months.

Clearance Requirements:

1. Must have a current/active TS/SCI w/ Poly

Physical Requirements:

1. Must be able to be in a stationary position more than 50% of the time
2. Constantly operates a computer and other office productivity machinery, such as a computer
3. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at [e-mail] and provide your name and contact information.