Queue Manager Operations II

Compucom; Irving (TX); On-site; Full time

Job summary

Compucom seeks a Queue Manager Operations II to oversee operational activities onsite in Irving, TX. The role involves managing ticketing processes, providing technical support, and ensuring excellent customer service, with a wage range between $19-28 per hour and generous benefits.

Benefits

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

401(k)

Qualifications

• Previous experience with Queue Ticket Management.
• Able to communicate with all levels in the organization.
• Able to work one full weekend a month.

Responsibilities

• Responsible for operating activities of departments.
• Initial review of ticketing cases and technical support.
• Client interaction and first point of escalation.

Skills

Excellent Customer Service

Excellent verbal and written communication skills

Documentation Skills

Tools

Service Now

Job description

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We are seeking a qualified Queue Manager Operations II to join our team onsite in Irving, TX

Duties And Responsibilities

Responsible for the operating activities of one or more functional departments and/or branches. Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency, and provides input and support for necessary improvements. Duties may include, but are not limited to, the following:

• Initial review of ticketing cases prior to dispatch to attempt remote resolution or confirm if dispatch is required. Technical review and remote support to determine parts needed to meet first time fix as well as tech instructions or suggestions-30%
• Follows defined processes on case management-30%
• Responsible for the operating activities of one or more departments and/or branches, and assists the company in relation to policies, practices, and attainment of operating goals. 20%
• Prepares reports and records on department activities for use during case management or for team/program manager as requested.
• Call scrubbing and 1st level PMO billing review-5%
• Responsible for the administrative duties related to Operations, including requesting, gathering, and organizing information. Working to remove obstacles and driving to make contract requirements by interacting cross functionally with delivery teams.
• Client interaction, meetings and 1st point of escalation- 5%
  
  

Qualifications:

• Previous experience with Que Ticket Management with Service Now
• Excellent Customer Service
• Excellent verbal and written communication skills
• Able to work one full weekend a month
• Documentation Skills
• Able to communicate with all levels in the organization
  
  

Wage Range

The Salary for this position is between $19-28 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date: This posting is anticipated to remain open until August 2nd 2025

Equal Employment Opportunity: Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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