Service Desk Queue Manager

Job Summary: As the Service Desk Queue Manager, you will oversee the day-to-day operations of the Service Desk, ensuring efficient handling of incidents, service requests, and tasks. Operating on-site, you will manage the ticket queue, prioritize tasks, and coordinate with technical staff to deliver timely resolution and excellent customer service. This role requires an active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.

Responsibilities

Manage the ticket queue, ensuring timely assignment and resolution of incidents, service requests, and tasks according to Service Level Agreements (SLAs).
Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as necessary to meet operational needs.
Monitor ticket progress, escalating as needed to ensure prompt resolution and customer satisfaction.
Coordinate with technical staff to provide support and guidance on ticket resolution, ensuring adherence to best practices and procedures.
Conduct regular reviews of ticketing system data to identify trends, areas for improvement, and opportunities to optimize service delivery.
Collaborate with stakeholders to gather feedback, address concerns, and implement process improvements to enhance service quality.
Generate reports and metrics on ticket performance, highlighting key performance indicators and areas for improvement.
Serve as a point of contact for escalations, providing guidance and support to resolve complex issues and ensure customer expectations are met.
Maintain knowledge of ITIL practices and methodologies, applying principles to streamline service desk operations and enhance efficiency.
Foster a positive work environment within the service desk team, promoting collaboration, professionalism, and continuous learning.

Qualifications

Bachelor s degree or Associates Degree
Minimum of 2 years of experience in IT service management or service desk operations, with demonstrated experience in ticket management and queue prioritization.
Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
Strong understanding of ITIL practices, including incident, problem, and change management.
Experience with ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.
Excellent communication and interpersonal skills, with the ability to effectively interact with technical staff, stakeholders, and customers.
Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and service excellence.
Ability to work effectively in a fast-paced, dynamic environment, managing competing priorities and meeting deadlines.
Leadership qualities, including the ability to motivate and inspire team members to achieve shared goals.
Preferred Certifications: such as ITIL Foundation, HDI Support Center Manager, or similar, preferred.

Additional Requirements

Must be able to obtain and maintain an SCI clearance.
Flexible working hours, including availability for on-call duty and occasional weekend work.
Willingness to undergo additional training as required.
Ability to travel domestically and internationally as needed.