What are the responsibilities and job description for the Queue Manager position at Keen Logic?
Job Title : ITSM Queue Manager / Analyst
Location : Alexandria, VA (Remote, Full-Time, M-F)
Overview :
KeenLogic is seeking a talented and self-motivated individual to fill the role of ITSM Queue Manager / Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the effective resolution of end-user concerns and the efficient operation of IT systems. Required Qualifications :
- US citizen
- Bachelor's degree with 3 years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles
- 3 years of experience providing phone and / or in-person support for business applications
- Experience working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority tickets
- Experience with Microsoft Office 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps
- 2 years of Asset Management
- ITIL Service Management
Responsibilities :
Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution
Analyze client business applications and data to identify, correct, and report malfunctions
Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software
Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support calls
ServiceNow use and reporting experience
