Desktop Support Queue Manager
: Job Details :

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Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!Job Summary:JCS Solutions has a need for a Desktop Support Queue Manager to join our growing Cyber Support Center (CySC) team at Joint Base Andrews (JBA). The position is 100% on-site. This requires a highly organized and motivated individual to ensure the efficient and timely resolution of end-user technical issues by managing the desktop support queue within Remedy. This position offers an excellent opportunity to be part of a high-performing team responsible for supporting a high-velocity collaborative environment, along with tremendous growth potential. If you are interested in a challenge and a great working environment, apply today!What's in it for you:

• Join a premier technology firm specializing in innovative solutions.
• Be part of a collaborative, inclusive, and innovative work culture.
• Enjoy tremendous growth potential in a high-performing team environment.
• A robust benefits package:
• Health, dental, and vision insurance
• Life insurance
• Short-and-long term disability
• Paid time off (PTO)
• 401k retirement plan with employer match
• Annual Professional Development Reimbursement Program
• And more!

What you will do:The specific duties include but are not necessarily limited to the following:

• Responsible for triaging, prioritizing, and assigning incoming tickets to Desktop Support Technicians, monitoring ticket progress, and ensuring adherence to Service Level Agreements (SLAs)
• 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
• Comfortable in a fast-paced environment
• Technically strong and able to make quick, sound decisions.
• Excellent communication and collaboration skills are a must.

What you will bring:

• An active DoD Secret Clearance
• Valid DoD 8570 IAT Level II or IAM II certification
• 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:
• A bachelor's degree (in subjects described above) and 4 years general experience of which at least two years must be specialized experience
• No degree and 8 years general experience of which at least 6 years is specialized experience
• Active CompTIA Security + certification
• This position requires a minimum of five years' experience, of which at least three years must be specialized
• Requires a strong understanding of desktop support principles combined with exceptional interpersonal and communication skills
• 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

How you will wow us:

• 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)

JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.JCS has been certified as a Great Place to Work four years in a row and wasawarded as Washington Post's Top Places to Work for 2024 and 2025.Our employees embody our core values, and we are looking for others who do too!

• Customer Experience: Strive for excellence and delight our clients
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions
• Accountability: Take ownership of and pride in our actions and service delivery
• Inspire: Be inspired to be your best self and have fun in the process
• Integrity: Do the right thing, the right way, every time!
• Stewardship: Careful management of something entrusted to us

Commitment to Non-DiscriminationAll qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.Powered by JazzHRSXsksFc1SM

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesInternet Publishing

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