Job DescriptionJob Description
Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.
JOB SUMMARY: The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites.
We are seeking a highly organized and motivated individual to join our team as a Desktop Support Queue Manager. This vital role ensures the efficient and timely resolution of end-user technical issues by managing the desktop support queue within Remedy. The Queue Manager will be responsible for triaging, prioritizing, and assigning incoming tickets to Desktop Support Technicians, monitoring ticket progress, and ensuring adherence to Service Level Agreements (SLAs). This position requires a strong understanding of desktop support principles combined withe xceptional interpersonal and communication skills.
CERTIFICATIONS REQUIRED:
- Candidates must hold a current IAT-II certification (e.g., Security +, CCNA Security, CySA+) as defined by DoD 8570.01-M and/or 8140.
- - verification required
SECURITY CLEARANCE: Currently possess an active Secret clearance - verification required
SHIFT: Day Shift - Full time on-site at Joint Base Andrews (JBA), Maryland
PRIMARY RESPONSIBILITIES:
- Manage and prioritize the incoming ticket queue within Remedy, ensuring timely assignment and resolution of end-user requests.
- Monitor ticket progress and proactively follow up with technicians to facilitate timely completion within established SLAs.
- Identify and escalate complex or high-priority issues to appropriate support teams. Provide regular updates to management on queue status, including key metrics like ticket volume, resolution time, and SLA adherence.
- Collaborate with Desktop Support Technicians to identify recurring issues and contribute to problem-solving efforts.
- Maintain accurate and up-to-date documentation related to queue management processes.
- Contribute to the development and improvement of queue management procedures and best practices.
- Provide occasional Tier 1 desktop support as needed.
QUALIFICATIONS
- An associate degree in computer science/systems, information systems/technology,engineering/engineering technology, software engineering/programming,management, natural sciences, social sciences, mathematics or business/finance plus 5 years' experience.
- Additional experience may be accepted in lieu of a degree.
Education and experience requirements may be substituted with:
1. A bachelor's degree (in subjects described above) and 4 years general experience of which at least two years must be specialized experience.
2. No degree and 8 years general experience of which at least 6 years is specialized experience. - Active CompTIA Security + certification (or equivalent)
- Currently possess an Active DoD Secret security clearance
- Proven experience in a desktop support environment.
- Strong understanding of ITIL principles and service management best practices.
- Proficiency with Remedy or similar ticketing systems.
- Excellent organizational, time management, and prioritization skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Demonstrated ability to work effectively both independently and as part of a team.
- Ability to thrive in a fast-paced environment and manage multiple competing priorities.
PREFERRED QUALIFICATIONS
- Experience leading a desktop support team
- Knowledge of Air Force, Pentagon, and/or AFNCR
- Experience working at the Pentagon, Joint Base Andrews (JBA), and Joint Base Anacostia-Bolling (JBAB)
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
EQUAL OPPORTUNITY EMPLOYER
KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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