Queue Coordinator

MANTECH; San Antonio (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

MANTECH seeks a motivated Queue Coordinator to join our team in Annapolis Junction, MD or San Antonio, TX. The role schedules and manages service tickets, delivering telephonic support and coordinating with IT providers to resolve outages.

The position requires a TS/SCI with Poly clearance and a background in workflow management. Shift is Monday–Friday, with location-specific hours in MD or Texas.

Qualifications

• Bachelor’s degree with 2+ years of experience or Associate’s with 4 years of relevant experience
• 1+ years of experience with ServiceNow
• 1+ years of experience working with workflows

Responsibilities

• Review, assign, reconcile and support the management of service tickets throughout their lifecycle
• Provide technical assistance and telephonic support for Remote Monitoring to Intel Customers
• Coordinate with IT service providers and communicate outages and plans for recovery
• Provide technical assistance and support for Workflow Management services
• Communicate with technicians to determine task assignments
• Coordinate with Site Leads and Regional Managers on ticket prioritization and assignments
• Conducts database research to support ticket requirements
• Follow up with other work centers to ensure task completion and task assignment
• Monitor and support ticket workflows

Skills

ServiceNow experience

Workflow coordination

Education

Bachelor’s Degree

Associate's Degree

High School Diploma

Tools

Workflows

Job description

MANTECH seeks a motivated, career and customer-oriented Queue Coordinator to join our team in Annapolis Junction, MD or San Antonio, TX.

SHIFT—Monday – Friday 2pm - 10pm (MD location) or 1pm – 9pm (Texas location)

Responsibilities Include, But Are Not Limited To

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

Minimum Qualifications

• Bachelor’s Degree with 2+ years of experience, Associate's Degree with 4 years of relevant experience, High School and 5 years of relevant experience
• 1+ years of experience with ServiceNow
• 1+ years of experience/ working with Workflows

Clearance Requirements

• Must have a current/active TS/SCI w/ Poly

Physical Requirements

• Must be able to remain in a stationary position 50% and use repetitive motions
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• Communication with co-workers, management and customers, which may involve delivering presentations
• Move about freely in a laboratory setting