Queue Manager

About the role

Synergy ECP is a Service Disabled Veteran-Owned Small Business (SD(VOSB)) formed in July 2007 with headquarters in Columbia, MD. The company provides a broad range of services to the defense, intelligence, and health care industries, emphasizing excellence, customer focus, and performance improvement. It serves numerous Fortune 100 companies and multiple branches of the US government and military. As part of a 24x7 Service Desk, the role involves managing ticket queues, prioritizing work, assigning tickets to technical resources for end‑user issue resolution, and ensuring service levels and objectives are met.

Responsibilities

• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams.
• Ensuring associated tickets are related to the parent ticket and proper follow‑up is performed once incident is resolved.
• Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load.
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction.
• Preparing daily reports on Incidents/Change/Problem tickets and SLA status.
• Preparing summary report on all Major incidents occurring on shift.
• Coordinating resources with teams across disciplines to ensure SLA targets are met.
• Coordinating resolution for high priority tickets.

Requirements

• Bachelor’s degree and three (3) years’ experience OR an Associate’s degree and five (5) years' experience working with customer technology and support requirements.
• Experience working with SLAs.
• Strong time management and communication skills.
• Ability to adapt and prioritize work independently in a dynamic environment.
• Strong interpersonal and presentation skills.
• Must hold a TS/SCI clearance.
• U.S. Citizenship required.

Skills

• Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video (desired).
• Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent (required).
• Experience working in a customer service role (desired).
• Experience supporting high priority tickets.
• ITIL v3 Foundations certification (desired).

Schedule

• Day 1: Sun‑Thurs, 0600‑1430
• Day 2: Tues‑Sat, 0600‑1430
• Swing 1: Sun‑Thurs, 1400‑2230
• Swing 2: Tues‑Sat, 1400‑2230
• Night 1: Sun‑Thurs, 2200‑0630
• Night 2: Tues‑Sat, 2200‑0630
• Weekdays: Mon‑Fri, 0700‑1530