Remedy Operations Specialist

4 weeks ago


Fort Belvoir, United States Chenega Corporation Full time
Job Description

The Remedy Queue Manager plays a pivotal role in ensuring the efficient resolution of incidents and service requests. Located at Ft. Belvoir, VA, this position is an excellent opportunity for individuals with a strong passion for customer satisfaction.

About the Role
  • Monitor queues to meet response time deadlines, prioritizing VIP tickets for timely resolution.
  • Coordinate cross-functional tickets to ensure seamless customer experience.
  • Assign out-of-scope tickets to the Service Desk or other teams, while allocating resources efficiently.
Responsibilities

This senior-level position requires expertise in managing complex ticketing systems, identifying opportunities for process improvements, and collaborating with various stakeholders. Key responsibilities include:

  1. Coordinating with teams across disciplines to achieve AITP SLA targets.
  2. Leading presentations at agency meetings and conferences on new IT support procedures and best practices.
  3. Developing innovative techniques to enhance customer satisfaction and organizational effectiveness.
  4. Referring customers to relevant resources for prompt issue resolution.
Requirements

To succeed in this challenging role, candidates must possess a Bachelor's degree in a related field and 4+ years of relevant experience. A combination of experience and training may be used in lieu of a degree. Additionally, a Secret clearance Tier 3 investigation is required.



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