Queue Manager Analyst Senior - Military veterans preferred

2019-08-13
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Colorado Springs
Colorado
United States

The primary responsibility of the Queue Manager Analyst lead is to make sure ECSs Task Order meet and/ or exceed the SLA’s established by our client for employee performance in handling ESC2 related contacts.    Duties include performing Monitoring of queues within Area of Responsibility, Complete Ticket Evaluations, Ticket Monitoring Processes, and Meeting of required Task Order SLAs with all analysts that handle a customer related issue. 

Key Responsibilities:

  • Monitor the queues and meet mission related SLAs
  • Assign tickets to respective Support Engineer according to required skill sets.
  • Follow up with service leads for closing of tickets before SLA breached
  • Assign tickets which are out of scope to appropriate assignment group
  • Generate weekly reports as necessary
  • Initiate ticket Handover to Shift Leads for follow up
  • Engage with Service Leads on taking action against bouncing tickets issues
  • Collaborate and work with the Training Team to develop ticket creation and standardization process.
  • Perform random QA audits, performance evaluations and training as needed to ensure SLA define in the Scope of Work is met.
  • Maintain professional and technical knowledge by attending educational workshops and benchmarking state of the art practices.
  • Responsible for QA analyst
  • Weekly and Monthly reports, tracking Completed ticket evaluations, ticket Monitoring
  • Monthly QA reports contributing to the SLA reporting.  
  • Ready and able to respond to government concerns promptly and efficient.
  • Consistently meets deadlines established by the Service Support Manager and Senior Management.
  • Weekly reporting; incorrect or missing product categorizations, Missing resolutions and tracking of evaluations and audits.
  • Conducts weekly meeting to discuss the concerns and insights with the Service Leads and the Operations Management Staff. 
  • Communicates effectively with the Service Leads and the Operation Management Team
  • Understands the job functions and routinely shares ideas and perspectives which help improve overall team performance
  • Develops an understanding of the challenges team members in each service lane and help solve any issues that may arise
  • Maintain a professional manner when dealing with users, clients, colleagues and managers
  • Ensures ECS2 Team exceeds Service Level Agreements.
  • Actively  participant in weekly Ticketing discussions lead by government counterparts
  • Bring reoccurring user issues and solutions to the attention of the Service Leads or Operations Management
  • Willing to take on new responsibilities to meet changing business demands
  • Analyzes business and technical processes to formulate and develop business information processing systems.
  • Coordinates with business and technology teams.

Qualifications:

  • A minimum of 5 years’ experience working in a IT service environment, preferably in a leadership position;
  • ITIL Foundation certification (v3 or higher).
  • Strong written and verbal communication
  • Mentoring and team building expertise
 
 

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.

Education:

BA/BS in Computer Science or related technical discipline, or  or equivalent education, technical certifications, training or work experience.