IT Service Management - Queue Manager

naJOB DESCRIPTIONAs part of a Service Desk, successful candidate will perform the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. Perform aging analysis and audits to ensure NSF ITCS ticketing standards are met. Contribute to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance. The Queue Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process. Responsibilities include:Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.Monitoring queues to ensure SLAs are maintained.Assigning the tickets which are out of scope to Service Desk/Other TeamsPerform aging analysis and auditsEnsuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolvedEnsuring proper assignment of tickets as well as facilitation of resource allocation based on work loadCoordinating tickets that cross organizational boundaries to ensure customer satisfactionPreparing daily reports on Incidents/Change/Problem tickets and SLA statusPreparing summary report on all Major incidents occurring during shiftCoordinating resources with teams across disciplines to ensure SLA targets are metCoordinating resolution for high priority ticketsREQUIRED EXPERIENCEExperience working in a customer service roleExperience working with SLAsStrong time management and communication skillsAbility to adapt and prioritize work independently in a dynamic environmentStrong interpersonal and presentation skillsExperience with supporting high priority ticketsExperience with ITSM tools such as Service Now or equivalentRequired Clearance: Candidate must have a Public Trust clearanceExperience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or videoExperience with Microsoft Office365, Visio, Adobe AcrobatITIL v3 Foundations certification PREFERRED SKILLSServiceNow use and reporting experienceExperience Automated Call Distribution systemsAdvanced knowledge of Office365, Visio and Adobe AcrobatnaPosting Date:Department: -