Abacus Technology Queue Manager in Stennis Space Center, Mississippi

The Abacus Team is seeking a Queue Manager to assist with the USCIS IT Service Desk operations. This position is part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.

Provide oversight over service request and incident reports recorded in the ticketing system. Specific responsibilities include:

  • Review tickets logged in the ITSM IT ticketing system to ensure they are correctly routed and escalated to the appropriate queue (e.g., location, function, etc.)

  • Review ticket assignment and work status to ensure services are provided within AQLs.

  • Work closely with Service Desk management to resolve issues related to ticket assignment and response

  • Identify trends in incorrect assignments and work with management to improve service processe.

  • Assist in reviewing, updating and creating SOPs related to ticket and queue management to ensure steps related to ticket assignments and updates.

  • Escalate ticket queue issues to appropriate management for resolution.

Education:

Associate’s Degree required; Bachelor’s Degree in a related field is desired.

Experience and Skills:

At least 5 years of experience working in a Service Desk environment. At least 2 years of experience monitoring or reviewing service requests and incidents tickets. Experience generating and analyzing reports from ITSM ticketing system.

Must have experience using an ITSM IT ticketing system; experience with ServiceNow is desired. Must have outstanding analytical skills and very good communications skills. Previous experience with DHS USCIS desirable.

Desired certifications include ITIL v3 Foundations or HDI, and CompTIA A+.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.

EOE/M/F/Vet/Disabled

ID: 2018-3397

External Company Name: Abacus Technology

External Company URL: www.abacustech.com