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Service Management Queue Supervisor
2 months ago
Position Overview:
The Remedy Queue Manager will oversee the effectiveness of AITP Service Level Agreements (SLAs) and guarantee that incidents and service requests are addressed in alignment with established AITP SLA objectives.
Key Responsibilities:
- Monitor ticket queues and redistribute tickets to ensure compliance with response time requirements, including high-priority cases.
- Facilitate the coordination of tickets that span multiple departments to enhance customer satisfaction.
- Direct tickets that fall outside the scope to the appropriate Service Desk or other teams.
- Allocate tickets to technicians stationed at designated locations.
- Ensure that related tickets are connected to the primary ticket and that proper follow-up occurs post-resolution.
- Collaborate with cross-functional teams to meet AITP SLA targets.
- Assist in delivering presentations at agency meetings and conferences regarding new IT support methodologies, tools, and strategies.
- Guide team members in identifying and resolving persistent customer relations issues and disseminate 'lessons learned' to IT professionals both within and outside the organization.
- Keep team members informed about new developments in customer relations.
- Lead the development and execution of innovative strategies to achieve and sustain high levels of customer satisfaction while enhancing organizational effectiveness.
- Direct customers to suitable resources for inquiries or problem resolution.
- Investigate recurring and significant communication issues from Remedy and coordinate with the supported entities.
- Create and update Remedy profile tickets.
- Generate Remedy tickets for various access accounts.
- Examine Remedy profile issues as reported by users.
- Submit requests for modifications to Remedy Support Groups as needed.
- Perform responsibilities associated with Tier 2 customer support functions.
- Submit initial IT requests to the Help Desk and track the progress of these requests.
- Utilize expertise to balance user needs, available resources, and organizational objectives while striving for superior customer service.
- Participate in bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for updates on policies, processes, and requirements.
- Attend weekly Remedy team meetings to concentrate on objectives and future process enhancements.
- Other responsibilities as assigned.
Minimum Qualifications:
- Bachelor's degree in a relevant field and 4+ years of pertinent experience.
- A combination of experience and training may substitute for a degree.
- Secret clearance Tier 3 investigation is required.
