Queue Manager at Iron Bow Technologies
Glen Allen, VA 23060
About the Job
Desktop Analyst / Queue Manager
Iron Bow Technologies has an immediate need for a Desktop Analyst / Queue Manager interested in a permanent hybrid remote opportunity in VA
This is a hybrid remote position with ~1 day / week onsite at our Glen Allen PMO (*candidates MUST reside in or within commuting distance of Richmond, VA area to be considered*)
The selected candidate will support state agencies across VA via the timely assignment and resolution of incident and request tickets from end-users. This includes reviewing incoming trouble tickets and assigning tickets to appropriate techs while balancing workloads. This position will require constant communication with management, field technicians and customers and reporting on productivity, ticket trends and workload balance
Duties & Responsibilities
- Monitor ticket queue and assign to appropriate resource for troubleshooting and resolution
- Responsible for allocation of incident tickets as well as facilitation of resource allocation based on tech workloads
- Monitor ticket queues to ensure SLA’s are maintained
- Validate customer and user asset information
- Select and populate appropriate ticket information
- Review tickets to ensure they’re accurately coded within scope of VITA contract
- Engage with Service Desk to ensure out of scope tickets are assigned to correct teams
- Ensure child tickets are related to parent ticket where applicable
- Monitor tickets that cross organizational boundaries to ensure customer satisfaction
- Prepare daily reports on incidents/problem ticket status
- Prepare summary report of all major incidents occurring on shift
- Assign tickets to internal teams to ensure SLA targets are met
- Monitor status of high priority tickets
- Attach/provide complete documentation and initial analysis to tickets
- Perform quality control and reconciliations to ensure all actions are properly recorded
- Provide 1st call notification and or resolution
Required Experience
- Proficiency with Microsoft Office, especially Excel and Word
- Experience utilizing ticketing systems, such as Service Now and Cherwell
- Ability to use Microsoft SharePoint to post and retrieve documents
- Candidates must possess a basic knowledge of computer hardware, software and network install and repair procedures and terminology
- Excellent verbal and written communication skills are needed
- High School diploma (or equivalent) is required
- Ability to adapt and prioritize work independently in a dynamic environment
- Experience working with/meeting Service Level Agreements is preferred
- Must be able to successfully pass a background check and Commonwealth Agency-specific clearance (requirements vary)
- Up to 20% travel as needed – candidates must have valid VA driver’s license and reliable transportation to come into office as needed
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.