Queue Manager, Level 2

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 68,000 - 108,000; Full time

Job summary

Gladiatoremergence Fort Meade, MD seeks a Level 2 Queue Manager to monitor queues, reallocate tickets, and uphold SLA targets on-site. The role emphasizes coordinating cross-team efforts to ensure timely incident response and customer satisfaction across multiple locations.

The ideal candidate brings 2+ years in a large enterprise environment, hands-on ticketing experience with ServiceNow/BMC Remedy/HP Service Manager, and ITIL v3 Foundations is a plus. TS/SCI + Full Scope Poly required at start.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years supporting a large Enterprise environment.
• 3+ years experience managing a customer-facing service organization with multi-location support.
• Experience generating reporting from ticketing tools.
• ITIL v3 Foundations certification desired.

Responsibilities

• Monitor queues and reallocate tickets before missing SLAs.
• Ensure response time SLA compliance and cross-team coordination.
• Coordinate tickets crossing organizational boundaries for customer satisfaction.
• Assign tickets out of scope to Service Desk/Other Teams daily.
• Report on Incidents/Changes/Problems and SLA status.

Skills

Queue management

Ticketing tools

SLA monitoring

Cross-team coordination

Reporting

Resource scheduling

Education

Bachelor's degree

Tools

ServiceNow

BMC Remedy

HP Service Manager

Job description

GJB-0111 Fort Meade, MD TS/SCI + Full Scope Poly On-site $67,551 – $107,551

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

• 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

Qualifications

Bachelor's degree or equivalent combination of education and experience Two (2) supporting a large Enterprise environment Experience with Linux, Windows, or network administration Three (3) years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis Experience generating reporting from ticketing tools Experience working with ticketing tools such as ServiceNow, BMC Remedy, or HP Service Manager ITIL v3 Foundations certification desired

Clearance

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