Queue Manager I: SLA & Incident Coordination

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 45,000 - 85,000; Full time

Job summary

Gladiatoremergence in Fort Meade, MD is seeking a Level 1 Queue Manager to monitor queues, reallocate tickets, and ensure SLA compliance on-site.

The role requires a TS/SCI with Full Scope Poly clearance at start and a bachelor's degree or equivalent with four years of experience. You will coordinate cross-team tickets and prepare incident/SLA reports while supporting workload-based resource scheduling for the Call Center.

Qualifications

• Bachelor's degree or equivalent experience (4 years).
• Experience coordinating cross-team tickets and meeting SLA targets.

Responsibilities

• Monitoring the queues and reallocating tickets before missing
• Response time SLA
• Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
• Assigned the tickets which are out of scope to Service Desk/Other Teams Daily
• Report on Incidents/Change/Problem tickets and SLA status
• Summary report on all
• Major incidents occurring on shift
• Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• 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
• Resource scheduling for Call Center

Education

Bachelor's Degree or equivalent experience

Job description

Gladiatoremergence in Fort Meade, MD is seeking a Level 1 Queue Manager to monitor queues, reallocate tickets, and ensure SLA compliance on-site.

The role requires a TS/SCI with Full Scope Poly clearance at start and a bachelor's degree or equivalent with four years of experience. You will coordinate cross-team tickets and prepare incident/SLA reports while supporting workload-based resource scheduling for the Call Center.