VTC SCHEDULING & QUEUE MANAGER

Title: VTC SCHEDULING & QUEUE MANAGERLocation: Mark Center VADuration: Long TermClearance required: DOD SecretRequirementsOVERVIEW: 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:Operations & Scheduling: Manages the scheduling, configuration, and initiation of VTC sessions.Technical Support: Performs live monitoring, troubleshooting, and troubleshooting of AV equipment (cameras, microphones, codecs) during, before, and after meetings.Leadership/Facilitation: Coordinates multi-site, high-visibility meetings and serves as the primary contact for attendees.Reporting: Maintains event logs, sends invitations, and prepares after-action reviews• 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 volume, backlog risk, and performance metrics to stakeholders.• Shift Management : Coordinate with teams across time zones to ensure seamless shift handoversREQUIRED QUALIFICATIONS:Active DoD-sponsored Secret (minimum) or HigherMinimum 3-5+ years of experience in VTC facilitation and schedulingPlatform Knowledge: Familiarity with DISN Video Services II, MS Teams, and Cisco systems, ServiceNow• Experience: 3+ years in a customer-facing role, IT support, or Service Management (ITSM).• Platform Knowledge: Hands-on experience with the ServiceNow ITSM module is crucial.• Skills: Strong analytical, communication, and organizational skills, with the ability to work under high pressure.DESIRED CERTIFICATIONS:ServiceNow CSA (Certified System Administrator)Cisco Collaboration Expert or Cisco Certified Internetwork Expert (CCIE)