Remedy Queue Manager

Oneida Technical Solutions, LLC (OTS), was founded in 2014 and quickly established itself as a reliable partner capable of providing a variety of information technology and cyber solutions across highly complex, highly regulated and highly secure environments, including the U.S. Department of Defense (DoD), healthcare, higher education, law enforcement, retail, casino gaming and more.

Our innovative cyber capabilities and programs have made us trusted partners for IT modernization projects, implementing upgrades and accelerating the delivery of new solutions for the DoD and commercial industries with consumer-driven technology.

In support of the U.S. Army Network Enterprise Technology Command (NETCOM) and the Regional NetworkEnterprise Center for the National Capital Region (RNEC-NCR), we are currently seeking aRemedy Queue Manager with a Bachelor's degree in a related field and a minimum of 4-years relevant experience. A combination of experience and training may be considered in lieu of a degree. A Secret Clearance is required for this role.

• Monitor performance of AITP Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined AITP SLA targets.
• Monitor queues and reallocating tickets to meet response time deadlines, to include VIP ticket response.
• Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
• Assign tickets which are out of scope to 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 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 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 supported tenant.
• Create 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 Help Desk and monitor progress for 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.

Oneida Technical Solutions, LLC. is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.