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Remedy Queue Manager

Chenega MIOS
Ft. Belvoir, Virginia
Closing date
Oct 26, 2023

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Job Details

Remedy Queue Manager

Ft. Belvoir, VA Join our Talent Network

Remedy Queue Manager

Ft. Belvoir, VA

TheRemedy Queue Manager willmonitor the performance of AITP Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined AITP SLA targets.

Duties and Responsibilities:
  • Monitor queues and reallocate tickets to meet response time deadlines, including VIP ticket response.
  • Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
  • Assign tickets that are out of scope to the Service Desk/Other Teams.
  • Assign tickets to technicians at dedicated sites.
  • Ensure relationship tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved.
  • Coordinate resources with teams across disciplines to ensure AITP SLA targets are met.
  • Assist with presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches.
  • Lead other team members to identify and eliminate chronic customer relations problems and share "lessons learned" with other IT specialists within and outside the organization.
  • Keep the team members apprised of new developments in customer relations.
  • Lead the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.
  • Refer customers to appropriate resources for response to inquiries or resolution of problems
  • Investigate frequent and significant transmission/communications problems from Remedy and coordinate with the supported tenant.
  • Create a remedy profile creation and update tickets.
  • Create Remedy tickets for NIPR, SIPR, Privileged Access, and Remedy accounts.
  • Investigate Remedy profile issues when identified by the user.
  • Submit modifications for Remedy Support Groups when requested by the tenants.
  • Perform duties associated with Tier 2 level customer support functions.
  • Submit all initial IT requests to the Help Desk and monitor the progress of the requestor.
  • Utilize acquired knowledge to balance user requirements, available resources, and organizational goals and objectives while striving to maintain top-quality customer service.
  • Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for updates to policies, processes, and requirements.
  • Attend weekly Remedy team meetings to focus on goals and future enhancements to processes.
  • Other duties as assigned.

    Minimum Qualifications:
  • Bachelor's degree in a related field and 4+ years of relevant experience.
  • A combination of experience and training may be used in lieu of a degree.
  • Secret clearance Tier 3 investigation required.

    Join our Talent Network


Chenega Corporation’s Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU) provides innovative solutions for federal, DOD, and commercial customers worldwide. Founded in 2005 and headquartered in Lorton, Virginia, Chenega MIOS is a shared services division of Chenega Corporation. As an Alaska Native Corporation, 100% of our profits benefit our Native shareholders through preservation of culture and heritage or being reinvested in the business, truly making Chenega a “Corporation with a higher cause.” 

Chenega MIOS provides standard business services to its 20+ wholly-owned companies of Chenega Corporation and assists in managing contracts with a net value of over $600 million. Together, the companies aligned under the MIOS SBU offer a diverse range of capabilities that strengthen our capacity for shared knowledge and mission-focused service to our customers. These capabilities include but are not limited to information technology, systems engineering, records management, and staff services. 

As a 2020 Top Workplace, we are proud to be a Washington Post featured employer and are always looking for dedicated professionals in the DC Metro region. Still, our footprint reaches across the globe with work in 39 states, DC, Guam, and 11 different countries. Please find our DC Metro area positions below, and for more information on Chenega MIOS, our capabilities, and employment opportunities, please visit

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