Queue Coordinator, Level 2

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 65,000 - 106,000; Full time

Job summary

Gladiatoremergence Fort Meade, MD is seeking a Level 2 Queue Coordinator for an on-site role supporting TS/SCI + Full Scope Poly. The successful candidate will monitor queues, route and prioritize tickets, and coordinate with on-site resources to meet SLA targets.

Requires 5 years in customer service or NOC, 2 years in enterprise environments, and 24x7 support experience. TS/SCI + Full Scope Poly clearance is required at start.

Qualifications

• Five years experience in customer service, help desk, or NOC environment.
• Two years supporting a large Enterprise environment.
• Two years experience managing a customer-facing service organization across multiple locations on a 24x7 basis.
• ITIL v3 Foundations certification desired.

Responsibilities

• Monitor the queues and assign tickets.
• Verify correct routing of tickets and reroute incorrectly routed tickets.
• Assign and prioritize tickets to support resources based on location and required skillset.
• Notify on-site resources of critical or high priority tickets.
• Coordinate ticket resolution activities with end-users including scheduling on-site visits.
• Maintain proper ticket status for all tickets within defined queues.
• Document resolution activities in tickets including end-user communications and ticket closure.
• Coordinate resource allocation to meet SLA targets.
• Provide shift turnover status to incoming resources.

Skills

Customer service

Help desk

NOC operations

Ticketing management

SLA awareness

Education

ITIL Foundations certification

Tools

Linux

Windows

Job description

GJB-0107 Fort Meade, MD TS/SCI + Full Scope Poly On-site $65,105 – $105,670

The Level 2 Queue Coordinator shall possess the following capabilities to perform the following routine tasks:

• Monitoring the queues and assigning tickets
• Verify correct routing of tickets and reroute incorrectly routed ticket
• Assign and prioritize tickets to support resources based on location and required skillset
• Notify on-site resources of critical or high priority tickets
• Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up
• Maintain proper ticket status for all tickets within defined queues
• Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure
• Coordinate tasking of support resources to ensure SLA targets are met
• Provide status of tickets/events as part of shift turnover to incoming resource
• Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load
• Coordinate resources with teams across disciplines to ensure SLA targets are met

Qualifications

Five (5) years experience in customer service, help desk, or network operations center environment Two (2) years supporting a large Enterprise environment Two (2) years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis Experience with Linux or Windows administration desired ITIL v3 Foundations certification desired

Clearance

TS/SCI + Full Scope Poly, required at start.