Senior Ticket / SLA Queue Manager - TS/SCI

Clearance Level
Top Secret SCI + Polygraph
Business Process Analysis
Washington, District of Columbia
Onsite Workplace
Key Skills For Success

People Management

Queue Management

Ticket Management

REQ#: RQ137934
Public Trust: None
Requisition Type: Regular
Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

As a Sr. 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


  • Bachelor’s degree and 5+ years of relevant experience, or AA/AS degree and 7+ years of relevant experience, or High School Diploma and 9+ years of relevant experience

  • Active TS/SCI clearance and ability to obtain and maintain a CI polygraph.

  • Security+CE or other IA Level II or higher certification required.

Why Work at General Dynamics IT?

  • 401K with company match

  • Comprehensive health and wellness packages

  • Internal mobility team dedicated to helping you own your career

  • Professional growth opportunities including paid education and certifications

  • Cutting-edge technology you can learn from

  • Rest and recharge with paid vacation and holidays

Work Requirements
Years of Experience

9 + years of related experience

* may vary based on technical training, certification(s), or degree

Travel Required



U.S. Citizenship Required

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.