Field Services Queue Manager

Description

Job Description:

More About the Role:
NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.

What You'll Get to Do:
Leidos is seeking a Queue Manager to support Field Services as one of the key members of the Service Desk team in Boise, Idaho. The candidate will be responsible for ticket assignment, audits, and reports.

•Responsible for lifecycle ticket management in support of Field Services operations.
•Meet Service Level Requirements (SLRs) for incident tickets.
•Monitor Field Services queues and assign appropriately.
•Ensure proper assignment of tickets.
•Re-assign the tickets that are out of scope of Field Services to the appropriate queue.

You'll Bring These Qualifications:
•High school Diploma or General Equivalency Diploma (GED) and 2+ years of experience.
•US Citizen with DoD Secret Clearance.
•Must demonstrated expertise in managing queues.
•Excellent oral and written communication skills.

These Qualifications Would be Nice to Have:
•Understanding of IT Service Management concepts.
•Detailed knowledge of ticket lifecycle management.
•Organized and detail-oriented.
•Strong collaboration, prioritization, and adaptability skills.
•Ability to manage and prioritize tickets.

Pay Range: