VTC SCHEDULING & QUEUE MANAGER

Job description

Description Title: VTC SCHEDULING & QUEUE MANAGER Location: Mark Center VA: Duration: Long Term: Clearance required: DOD Secret: Requirements: OVERVIEW: A VTC Scheduling & Queue Manager acts as the central traffic controller, balancing workloads across teams, escalating urgent issues, and optimizing workflow processes to improve service efficiency. Directs daily video teleconferencing operations, including scheduling, technical setup, and troubleshooting for secure/non-secure meetings. They serve as a key technical point of contact, supporting senior leadership with live monitoring, routes, and prioritizes incoming tickets, incidents, or requests within the ServiceNow platform to ensure adherence to SLAs. DUTIES & RESPONSIBILITIES: · Queue Monitoring & Ticket Routing: Continuously monitor incoming ServiceNow tickets, identifying, classifying, and assigning them to the appropriate teams or engineers. · Workload Balancing : Distribute cases evenly among available staff to prevent bottlenecks. · Process Optimization : Analyze workflow inefficiencies and recommend improvements to the ServiceNow system or internal procedures. · Reporting & Communication : Provide updates on ticket volum...