Remedy Queue Manager

Remedy Queue Manager

Ft. Belvoir, VA Join our Talent Network

Remedy Queue Manager

Ft. Belvoir, VA C-CHR-24-049

TheRemedy Queue Manager willmonitor the performance of AITP Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined AITP SLA targets.

Duties and Responsibilities :

• Monitor queues and reallocate tickets to meet response time deadlines, including VIP ticket response.
• Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
• Assign tickets that are out of scope to the Service Desk / Other Teams.
• Assign tickets to technicians at dedicated sites.
• Ensure relationship tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved.
• Coordinate resources with teams across disciplines to ensure AITP SLA targets are met.
• Assist with presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches.
• Lead other team members to identify and eliminate chronic customer relations problems and share "lessons learned" with other IT specialists within and outside the organization.
• Keep the team members apprised of new developments in customer relations.
• Lead the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.
• Refer customers to appropriate resources for response to inquiries or resolution of problems
• Investigate frequent and significant transmission / communications problems from Remedy and coordinate with the supported tenant.
• Create a remedy profile creation and update tickets.
• Create Remedy tickets for NIPR, SIPR, Privileged Access, and Remedy accounts.
• Investigate Remedy profile issues when identified by the user.
• Submit modifications for Remedy Support Groups when requested by the tenants.
• Perform duties associated with Tier 2 level customer support functions.
• Submit all initial IT requests to the Help Desk and monitor the progress of the requestor.
• Utilize acquired knowledge to balance user requirements, available resources, and organizational goals and objectives while striving to maintain top-quality customer service.
• Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for updates to policies, processes, and requirements.
• Attend weekly Remedy team meetings to focus on goals and future enhancements to processes.
• Other duties as assigned.

Minimum Qualifications :

Chenega Corporation is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on basis of disability. Affirmative Action plans are available for review by employees and job seekers by contacting our EEO / AA officer at (907) 277-5706. If you are having technical issues or need an accommodation, please e-mail us atrecruiting@chenega.com. Every effort will be made to respond within 24 business hours.

https : / / www.eeoc.gov / poster (https : / / url.us.m.mimecastprotect.com / s / Y7p7CYEYz1i5k3Dku0fLTxaSQ3?domain=eeoc.gov) . Native preference under PL 93-638. Drug-free workplace.

We participate in the E-Verify Employment Verification Program (https : / / www.e-verify.gov / ) .

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Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer / Veterans / Disabled Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program