Queue Coordinator - Level 2 (Ticket Coordinator)
Full Time
Fort Meade, MD
$71,800 a year
Posted
Job description
Stratum Networks
is a rapidly growing information assurance and cybersecurity solutions
company that provides high-end network and security consulting to Department of Defense and
Intelligence Community clients. We are looking for a talented and passionate Level 2 Queue Coordinator
who would support one of our clients located in the
Annapolis
Junction, MD area.
CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO
BE CONSIDERED FOR THE POSITION.
Job Description:
As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated 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.
Job Description:
As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated 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.
Responsibilities include:
- Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Monitoring dedicated queues to ensure SLAs are maintained.
- Assigning the tickets which are out of scope to Service Desk/Other Teams
- Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
- Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
Required Skills, Experience, and Education:
Five (5) years’ experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (2) years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
Five (5) years’ experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (2) years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
- Experience working with customer technology and support requirements.
- Experience working with SLAs
- Strong time management and communication skills
- Ability to adapt and prioritize work independently in a dynamic environment
- Strong interpersonal and presentation skills
- Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
- Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
- Experience working in a customer service role desired
Required Clearance: Candidate must have a TS/SCI polygraph clearance
Desired: ITIL v3 Foundations certification desired.
STRATUM NETWORKS OVERVIEW:
Stratum Networks is a rapidly growing information assurance and cybersecurity solutions
company with expert knowledge of implementing secure infrastructure, providing security
integration, development, assessment and training solutions. Our high-end network and security
consulting to Department of Defense and Intelligence Community clients create robust, secure
network infrastructure, policies, and procedures for local and global, terrestrial and satellite
Networks.
As leading experts in their fields, our certified and highly experienced network, software
development, IT support and security professionals are able to provide the necessary design,
implementation, and consulting services to meet the demanding requirements of mission-critical
networks. To learn more, visit
www.stratumnet.com
.
Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All
qualified applicants will receive consideration for employment without regard to race, color,
national origin, gender, religion, age, disability, veteran’s status, or any other classification as
required by applicable law.
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