Ticket Coordinator 2

As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.
Responsibilities include:

1. Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2. Monitoring dedicated queues to ensure SLAs are maintained.
3. Assigning the tickets which are out of scope to Service Desk/Other Teams
4. Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
5. Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load

Requirements
Five (5) years' experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (2) years' experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis

1. Experience working with customer technology and support requirements.
2. Experience working with SLAs
3. Strong time management and communication skills
4. Ability to adapt and prioritize work independently in a dynamic environment
5. Strong interpersonal and presentation skills
6. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
7. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
8. Experience working in a customer service role desired

Required Clearance: Candidate must have a TS/SCI polygraph clearance
Desired: ITIL v3 Foundations certification desired.
Benefits
PTO: Our variable PTO plan lets you decide the amount that's best for you. Choose as few as 2 weeks or as much as 6 weeks.
Holidays: 10 annually
401k: 5% Company match; fully-vested from Day 1
Quarterly Bonus: Totaling 2.5% of your base salary annually
Pay for any extra hours in cash or comp time
Pay for unused holidays or comp time
Training Budget: Up to $5,250 annually
Cell Phone/Internet Allowance: Monthly reimbursement up to $75
Gym/Health Club Membership: Monthly reimbursement up to $50
Personal Technology Allowance: Up to $500 annually
Cool Logo Wear: At least $100 annually
Health Insurance: Provided through CareFirst Blue Cross/Blue Shield. Three plans to choose from - HSA Silver, HMO Platimun, PPO Platimum. FiveTwelve covers 80% of the premium for employees and their dependents.
Dental and Vision Insurance: Provided through CareFirst Blue Cross/Blue Shield. FiveTwelve covers 100% of the premium for employees and their dependents.
Short Term and Long Term Disability: FiveTwelve pays 100% of premium
Referral Bonus: Up to $10,000 for fully-cleared referrals