Queue/Ticket Manager with TS/SCI Clearance - Military veterans preferred

General Dynamics Information Technology (www.gdit.com)


  full-time   employee

United States

Develops computer systems specifications that address business requirements and that fit with company/customer system architecture standards.


1. Analyzes and evaluates existing or proposed systems and designs computer systems to process data.


2. Analyzes systems and procedures to refine their formulation and converts them to programmable formats.


3. Writes or updates software specifications.


4. Creates logical data models based on functional requirements.


5. Performs quality assurance review of specifications for internal and external delivery.


6. Troubleshoots and provides technical support and solutions to users.


7. Develops analytical tools for use in the design and redesign of systems.


8. Analyzes detail systems factors, including input and output requirements, information flow, hardware and software requirements, and reliability characteristics.


9. Prepares and updates documentation for new or existing systems.


10. Monitors system effectiveness in satisfying user needs.


11. May provide guidance and work leadership to less-experienced analysts.


12. Maintains current knowledge of relevant technologies as assigned.


13. Participates in special projects as required.



***Candidate will be expected to support a flexible 6 am to 6pm work schedule. ***



Job Description


Supports the overall program requirement to effectively provide data center services through timely and effective resolution of customer requests through the enterprise’s ticketing system.


  1. Manage tickets and ensure adequate workflow through ticket lifecycle.
  2. Identify gaps in ticket workflow processes.
  3. Develop effective ticket management and lifecycle processes.
  4. Ensure proper ticket assignment to support groups for triage, troubleshooting, and resolution.
  5. Assist with ticket quality, documentation, and analysis.
  6. Effectively communicate with stakeholders to ensure timely resolution of customer requests.
  7. Develop and maintain system knowledge articles and documentation.
  8. Provide ticketing system training as required.
  9. Maintain current and relevant knowledge of ticket status and identify workflow gaps.
  10. Perform data analysis and provide metrics and statistical data as required.
  11. Provide recommendations to assist program in exceptional delivery of data center services.
  12. Participate in special projects as required.


Job Responsibilities


Ticket Managers (TM) work as part of an elite and agile team responsible for maintaining and improving program responsibilities through efficient ticket management processes. The TM will be expected to proactively interact with customers and engineers in an effort to expeditiously respond to and resolve customer incident tickets and change requests. TM are expected to oversee multiple queues and ensure tickets are properly assigned to groups and technicians when applicable allowing for timely triage, troubleshooting, and resolution. TM are expected to have effective oral and written communication skills. TM assist with asset capacity tracking, incident and change management and assignment, and metric analysis and presentation. 


Active TS/SCI security clearance required. This position will provide assistance with Incident, Change, Problem Tickets and Knowledge Management for the Data Center Services (DCS) Contractor managers and the DCS Program Management Office supporting NGA. Duties may include but are not limited to; act as the interface between engineers and the government to maintain problem tickets, following up with users regarding open tickets to document missing information and verify resolution, creating and analyzing reports, data visualization, organizing site surveys with technicians, contacting customers to clarify ticket details, interpreting change requests to match hardware catalog offerings, manually adjusting change request approval workflow, maintaining a working knowledge of the roles and responsibilities of various work groups in order to answer routing questions, and updating the Knowledge Management database.


***Candidate will be expected to support a flexible 6 am to 6pm work schedule. ***


Candidate will be expected to coordinate the change process with the government customer and act as a liaison to ensure that DCS Engineers and Technicians follow established process. Candidate will be able to guide modifications to the change process and document adherence to the process. Candidate must demonstrate sufficient IT technical knowledge to provide advice and guidance to fellow contractors and government customers. Candidate will be expected to attend and occasionally brief and lead meetings utilizing Microsoft PowerPoint, Remedy Reports, and Visualization Software both to contractor and government personnel. Candidate must be able to explain not only the process but the underlying reasoning for the process to assist others in complying with it.


Candidate must be proactive and able to work with minimal supervision. Candidate must have excellent customer service skills as they will frequently interact with end customers and government leadership personnel. Candidate must have knowledge and experience necessary to apply logical precedent to handle one-off and unusual situations. 


5-8 years of directly related computer systems analysis and/or programming experience.


Certifications desired:

ITIL v3 Foundation


Unique/Additional Requirements:


  • A history of successful communication with customers and technicians and experience with multiple ticketing systems from a support staff perspective is desired. Proficiency with use of Remedy ITSM and/or ServiceNOW is preferred.
  • Experience with querying databases utilizing SQL statements desired.
  • A history of basic data visualization utilizing tools such as Tableau is desired.
  • Provides support for maintenance and change requests activities.
  • Attention to detail with strong organizational skills.
  • Strong oral and writing skills (document creation and note taking is required).
  • Effective time management skills required.
  • Ability to work within a team for projects and/or tasks.
  • Dynamic and multi-mission environment experience.
  • Experience with Microsoft Office Suite (Excel, Word, PowerPoint).
  • Ability to troubleshoot and document various problems.
  • Excellent customer service skills.

Desired Skills:


Basic knowledge or understanding of the following methodologies is preferred:

  • Software package/binary deployment (XenApp, ThinApp, AppV, SCCM)
  • Thin Client operating systems and virtual hosted desktop OS (Windows 7, Win XPe, Windows Embedded 2009)
  • Client operating systems (XP, Windows 7)
  • Virtual Desktop Infrastructure (ESX/vSphere4, XenDesktop)WORKING CONDITIONS:The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
  • Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
  • The work is typically performed in an office environment and at client site locations, which requires proper safety precautions; work requires physical effort in the handling of light materials, boxes or equipment and significant walking.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  






Bachelors Degree in a Computer Science or related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.