Queue Manager - TS/SCI

Clearance Level
Top Secret/SCI
Category
Business Process Analysis
Location
Washington, District of Columbia

REQ#: RQ130103

Travel Required: None
Public Trust: None
Requisition Type: Regular

Queue Manager – Manage and/or oversee all ECS2 queues to ensure SLA compliance and improve customer experience through queue management.

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Queue Manager joining our team to support our activities at Bolling Air Force Base

At GDIT, people are our differentiator. As a Queue Manager supporting our customer, you will be trusted to manage and/or oversee all ECS2 queues to ensure SLA compliance and improve customer experience through queue management.

In this role, a typical day will include:

  • Monitors all ECS2 Queues, review and tag within 30 minutes of receipt and transfer to appropriate queue for triage, troubleshooting, and resolution
  • Ensure incidents contain required information needed for troubleshooting and resolution
  • Ensures SLA compliance for proactive monitoring and Incident response are met through quality assurance validation and continuous review
  • Assist in problem identification and trend analysis to prevent recurrence of incidents elevate to Problem Management Team
  • Misroute / re-route out-of-scope tickets to service desk or appropriate assignment queue to address customers issue at the lowest level possible
  • Review ticket backlogs and follow-up with technicians and/or section leads on aging tickets
  • Prepare weekly reports on problem tickets and feedback for improvement
  • Assists in the development of procedures and documentation for managing ECS2 queues
  • Collaborate with Service Desk to ensure ECS2 provided knowledge articles are relevant and contain escalation requirements
  • Escalate matters and collaborate with Service Leads as deemed necessary to perform tasks

REQUIRED QUALIFICATIONS:

Education/Experience

  • High School Degree + 6 years of experience
  • Associate Degree + 4 years of experience
  • Bachelor Degree  + 2 years of experience
  • Master Degree
  • DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order.
  • Active TS/SCI clearance and ability to obtain and maintain a CI polygraph

GDIT CAREERS

Opportunity Owned


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About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.