Queue Coordinator

MANTECH; San Antonio (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

MANTECH seeks a motivated Queue Coordinator to join our team in Annapolis Junction, MD or San Antonio, TX. You will review, assign, reconcile and support the management of service tickets throughout their lifecycle, and provide technical assistance and telephonic support for Remote Monitoring to Intel customers.

You will coordinate with IT service providers, communicate outages and recovery plans, and work with site leads and regional managers on ticket prioritization.

Qualifications

• Bachelor’s degree with 2+ years of experience
• Associate’s degree with 4 years relevant experience
• High School with 5 years relevant experience
• 1+ years of experience with ServiceNow
• 1+ years of experience 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
• 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

Skills

Ticket coordination

Technical support

Communication

Education

Bachelor’s degree with 2+ years

Associate’s degree with 4 years relevant experience

High School with 5 years relevant experience

Tools

ServiceNow

Workflow management

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— Sunday - Thursday 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