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Service Management Queue Supervisor
2 months ago
Position Title: Remedy Queue Manager
Company: Chenega MIOS SBU
Location: Ft. Belvoir, VA
Overview: The Remedy Queue Manager is responsible for overseeing the efficiency of AITP Service Level Agreements (SLAs) and ensuring that incidents and service requests are addressed in alignment with established AITP SLA benchmarks.
Key Responsibilities:
- Oversee ticket queues and redistribute tickets to meet response time objectives, including those for VIP clients.
- Facilitate the coordination of tickets that span multiple departments to guarantee customer satisfaction.
- Direct tickets that fall outside the scope to the appropriate Service Desk or other teams.
- Allocate tickets to technicians stationed at specific sites.
- Ensure that relationship tickets are linked to their parent tickets and that appropriate follow-up occurs once an incident is resolved.
- Collaborate with cross-functional teams to ensure AITP SLA targets are consistently met.
- Assist in delivering presentations at agency meetings and conferences regarding new IT support strategies, tools, and methodologies.
- Guide team members in identifying and resolving recurring customer relations issues, sharing insights with IT specialists 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 significant communication issues from Remedy and collaborate with the supported tenant.
- Create and update Remedy profile tickets.
- Generate Remedy tickets for various access levels and accounts.
- Examine Remedy profile concerns as identified by users.
- Submit requests for modifications to Remedy Support Groups as needed.
- Perform Tier 2 level customer support duties.
- Submit initial IT requests to the Help Desk and track the progress of the requestor.
- Utilize expertise to balance user needs, available resources, and organizational objectives while striving for exceptional customer service.
- Participate in bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for updates on policies, processes, and requirements.
- Engage in weekly Remedy team meetings to focus on objectives and future process enhancements.
- Other responsibilities as assigned.
Minimum Qualifications:
- Bachelor's degree in a relevant field and a minimum of 4 years of applicable experience.
- A combination of experience and training may be considered in lieu of a degree.
- Secret clearance Tier 3 investigation is required.
