Queue Manager

Clearance Level
Secret
Category
Systems Administration
Location
Remote, Based in Virginia

REQ#: RQ90358

Travel Required: None
Requisition Type: Regular

Queue Manager

As the largest pure-play IT services provider serving the U.S. government sector, GDIT is where you can come to be successful. Join a collaborative team, solving customer issues and accessing an array of resources for your success.

Come join GDIT team working with Defense Logistics Agency (DLA) Enterprise Queue Manager for our DLA ESD program.

Enterprise Queue Manager

Supports Enterprise Queue Management in reviewing and assessing IT ticket queues, routing to the appropriate ticket groups and resolving Tier 0 issues.  Utilizes customer ticket system in tracking incidents, work orders and projects related tickets aligned to ITIL best practices.

Join a collaborative team, solving customer issues and accessing an array of resources for your success.   Come join General Dynamics Information Technology team working with Defense Logistics Agency (DLA) Enterprise Service Desk program. 

The candidate should be able to:

Work within a team environment, demonstrated experience with ITSM ticketing tools, ticket routing, ticket priorities, incidents and work orders.

Familiarity with Windows-based operating systems and applications

Experience using ticketing systems such as Remedy or ServiceNow;

Resolve Tier 0/1 level issues, such as account unlocks and password resets

Escalate questions and tickets to more experienced technicians in resolving IT end user issues

Responsibilities:

  • Utilize customer-ticketing system to escalate and update incidents and work order tickets aligned to contract Service Level Agreements, policies and procedures.
  • Ensure IT tickets and ticket handling are appropriately routed and escalated to the necessary IT groups for resolution

Qualifications:

  • Security+ CE
  • BA degree or Experience with Queue management
  • Certification for Windows Administration, Operating Systems and applications
  • Ability to communicate in a clear and concise manner
  • Familiarity with ITSM Tool Suites such as Remedy, Service now or other industry tools.
  • Active DoD Secret Level Security Clearance; May start with an interim Secret Level Clearance

Additional Job Description

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.

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.

The likely salary range for this position is $40,000 - $60,000, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

View information about benefits and our total rewards program.

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.

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.