ETS Queue Manager

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together.  

What’s unique about this role?

Delegates, prioritizes, and updates all ticketed items in the Hosting queue. This role ensures that deliverable deadlines are being met while facilitating communication between ETS, Forensics, Review Consulting, Focus, Search and Client Services teams. Secondarily, this role acts as a senior technician assisting with the execution of queued tasks and acting as a point of escalation for ETS team members with respect to any obstacles or challenges encountered. Lastly, this role acts as an escalation point for the Hosting team when there is no Hosting Manager present.

What will this person do?

• Supervise and assign the InSite and Quickbase queues to ensure the daily completion of jobs are done accurately and on-time, and that Hosting or iOTA Hosting resources are being utilized appropriately.
• Scope tickets prior to assignment to ensure ticket information is correct. Sends ticket information back to client services in a timely manner if there is a lack of information or ticket information needs to be updated.
• Track projects and scopes large work orders such as migrations to assist with communication for the iOTA, Hosting and Client Services Teams.
• Serve as a cross-team liaison with other departments such as Client Services, ETS, Forensics, and Review Consultants to establish deadlines, workflow, and issue resolution based on team’s resources.
• Make recommendations for improved workflow, quality, internal documentation, and processes to increase efficiency, including error review.
• Perform basic work order tasks such as Users, Data Base Creations, Group Creations, Database Hibernations and Database Deletions to help with quick-turn tickets.

Bring your passion and together we will shine.  It would also be great if you have the following:

• Associates’ degree (bachelors preferred) or equivalent job experience.
• Minimum of 2-3 years’ experience handling sensitive data, preferable in an electronic discovery environment.
• Strong analytical skills, problem solving skills and resourcefulness. 
• SQL background is a plus. Behavior1 (Leadership, organization, communications, initiative, multi-tasking, etc) 
• Brainspace Certification is a plus.  
• Relativity Certified Administrator or Relativity Certified User is a plus

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends)  

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!  

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.  

This role will be eligible to participate in an annual bonus or incentive program.  

Lighthouse offers a quality comprehensive benefits package including, medical, dental, vision, and a 401k with company match.  Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through 98point6, and other wellness plans.  We offer a generous Flexible PTO program and paid volunteer days.  Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.   

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.