Queue Management Lead, Project Integration - Military veterans preferred

2021-09-19
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Mclean
Virginia
22102
United States

Secure our Nation, Ignite your Future

Queue Management Lead, Project Integration

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first.  At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Queue Management Lead to join our Project Integration team and provide unparalleled support to our customer and to begin an exciting and rewarding career within ManTech.

Responsibilities include, but are not limited to:

  • Leading a team providing project integration services for Service Delivery requirements.
  • Managing queues to include prioritization of work.
  • Managing all tasks and inquires.
  • Evaluating new tickets/requirements to validate completeness and determine the correct routing and level of tasking – facilitating faster assignment and resolution.
  • Coordinating within and across organizational boundaries on tasks and assignments to ensure customer satisfaction and contractual performance criteria are met.
  • Coordinating within and across organizational boundaries to ensure ticket/requirement accuracy and completeness.
  • Providing Workflow services for misrouted tickets/requirements.
  • Generating weekly reports for Management and providing input to program reviews.
  • Providing rapid response to urgent requirements.
  • Ensuring requests are submitted correctly with the required information for billing purposes. 
  • Identifying opportunities to automate processes and increase efficiency.
  • Coaching and reviewing the work of less-experienced professionals.
  • Providing exceptional customer service support.
  • Using extensive independent judgement.
  • Writing training manuals, SOPs, user guides, Knowledge article, and other system documentation.
  • Frequently interacting with teammates, customers, and managers.
  • Local travel may be required between customer buildings.

Basic Qualifications:

  • Bachelor’s degree and ten (10) years’ experience, or the equivalent combination of education, technical certifications or training, or work experience.
  • Must be a self-starter and work with a clear and defined mission.
  • Demonstrated ability to thrive and succeed in a challenging environment.
  • Demonstrated problem solving skills.

Preferred Qualifications:

  • Prior experience leading a team.
  • IAT Level II certification.
  • ITIL® v3 Foundation, certification.
  • Experience with ServiceNow ITSM.

Security Clearance Requirements:

  • Active and current TS/SCI with polygraph.

Physical Requirements:

  • Must be able to remain in a stationary position 50%.
  • Must be able to move/traverse within and between buildings and offices 50%.
  • Must be able to position self to maintain computers, including under the desks and in the server closet.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
  • Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds. 
  • The person in this position frequently communicates with co-workers, management and customers; must be able to exchange accurate information.
  • Repetitive Motions.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.