Queue Manager
Company: Synergy ECP
Location: Simpsonville
Posted on: April 2, 2026
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Job Description:
Company Information: Synergy ECP is a Service Disabled
Veteran-Owned Small Business SD(VOSB) that was formed in July 2007
with Headquarters in Columbia, MD and is made up of talented,
dedicated staff to provide a broad range of services to the
defense, intelligence and health care industries. In an
ultra-competitive environment, Synergy ECP has thrived by adhering
to our name, making sure excellence is displayed by our Employees,
to our Customers and by Improving Performance (ECP). It’s what sets
us apart, enabling us to be an autonomous yet agile business that
delivers huge results - showing we’re ready to meet our customers’
evolving demands. Synergy ECP has earned a client list that
includes numerous Fortune 100 companies, in addition to multiple
branches of the US government and military services. Synergy ECP is
an equal opportunity employer and considers qualified applicants
for employment without regard to race, color, creed, religion,
national origin, sex, sexual orientation, gender identity and
expression, age, disability, veteran status, or any other protected
class. Clearance Required: TS/SCI Other Requirements: U.S.
Citizenship Description: As part of a 24x7 Service Desk, performing
the activities associated with the management of 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 queues and assign tickets to appropriate resources for
troubleshooting and ticket resolution. 2.Monitoring 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
6.Coordinating tickets that cross organizational boundaries to
ensure customer satisfaction 7.Preparing daily reports on
Incidents/Change/Problem tickets and SLA status 8.Preparing summary
report on all Major incidents occurring on shift 9.Coordinating
resources with teams across disciplines to ensure SLA targets are
met 10. Coordinating resolution for high priority tickets Required
Skills, Experience, and Education : Bachelor’s degree and three (3)
years’ experience or an Associate’s degree and five (5) years'
experience working with customer technology and support
requirements. Experience working with SLAs Strong time management
and communication skills Ability to adapt and prioritize work
independently in a dynamic environment Strong interpersonal and
presentation skills Experience with desktop environment, local area
networks, telephony, voice, land mobile radio, and/or video desired
Experience with ITSM tools such as Remedy, Service Now, Service
Manager, or equivalent required Experience working in a customer
service role desired Experience with supporting high priority
tickets Required Clearance: Candidate must have a TS/SCI Desired:
ITIL v3 Foundations certification desired. Queue Manager schedule
is as follows: Day 1: Sun-Thurs, 0600-1430 Day 2: Tues-Sat,
0600-1430 Swing 1: Sun-Thurs, 1400-2230 Swing 2: Tues-Sat,
1400-2230 Night 1: Sun-Thurs, 2200-0630 Night 2: Tues-Sat,
2200-0630 Weekdays: Mon-Fri, 0700-1530
Keywords: Synergy ECP, Montgomery Village , Queue Manager, IT / Software / Systems , Simpsonville, Maryland
