Queue Manager

Role & responsibilities

• Manage the ticket queue, ensuring timely assignment and resolution of incidents, service requests, and tasks according to Service Level Agreements (SLAs). Ticket Scrub, Track and Close aged tickets.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and manage workload
• Ensure staff compliance with company policies and measures
• Knowledge on Service management concepts namely Tools and techniques
• Ability to maintain high confidentiality with sensitive information and data and display integrity
• Proactively manages risk and maintains proper documentation
• Proven abilities to work with data, analyze and draw inferences from the data available
• Ability to adapt quickly to changing priorities and conditions
• Should be able to lead from front with no/minimum guidance

Qualifications:

Preferably PG / minimum Graduation in any discipline

Certification – ITIL & Six Sigma Certified (Good to have)

Experience:

• Exposure – Medium to large scale projects
• Experience – Minimum 6 years with minimum 2 years in an SD Queue Manager role
• To manage the performance of Level 1 and Level 2 services & support clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.
• Responsible for ensuring the workload is distributed and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Preferred candidate profile

Perks and benefits