Remedy Queue Manager
Ft. Belvoir, VA
C-CHR-24-049
The Remedy Queue Manager will monitor the performance of AITP Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined AITP SLA targets.
Duties and Responsibilities:
- Monitor queues and reallocate tickets to meet response time deadlines, including VIP ticket response.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
- Assign tickets that are out of scope to the Service Desk/Other Teams.
- Assign tickets to technicians at dedicated sites.
- Ensure relationship tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved.
- Coordinate resources with teams across disciplines to ensure AITP SLA targets are met.
- Assist with presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches.
- Lead other team members to identify and eliminate chronic customer relations problems and share "lessons learned" with other IT specialists within and outside the organization.
- Keep the team members apprised of new developments in customer relations.
- Lead the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.
- Refer customers to appropriate resources for response to inquiries or resolution of problems
- Investigate frequent and significant transmission/communications problems from Remedy and coordinate with the supported tenant.
- Create a remedy profile creation and update tickets.
- Create Remedy tickets for NIPR, SIPR, Privileged Access, and Remedy accounts.
- Investigate Remedy profile issues when identified by the user.
- Submit modifications for Remedy Support Groups when requested by the tenants.
- Perform duties associated with Tier 2 level customer support functions.
- Submit all initial IT requests to the Help Desk and monitor the progress of the requestor.
- Utilize acquired knowledge to balance user requirements, available resources, and organizational goals and objectives while striving to maintain top-quality customer service.
- Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for updates to policies, processes, and requirements.
- Attend weekly Remedy team meetings to focus on goals and future enhancements to processes.
- Other duties as assigned.
Minimum Qualifications:
- Bachelor’s degree in a related field and 4+ years of relevant experience.
- A combination of experience and training may be used in lieu of a degree.
- Secret clearance Tier 3 investigation required.