IT Queue Manager II
$58,000–$58,000 year
On-siteManassas, Virginia, United States
Job Summary
Review, prioritize, and route account and data transfer paperwork to appropriate teams while monitoring incoming customer requests. Serve as a senior point of contact for ticket follow-up, status validation, escalation, and customer communication to ensure SLA Service Delivery requirements are met. Actively monitor ticket aging, identify stalled items, and drive resolution by contacting assigned support teams when updates are missing. Provide customer support via email, Teams, or phone to communicate status updates and prevent SLA failures. Review queue trends, recurring issues, and workflow gaps to recommend process improvements. Support reporting, documentation accuracy, and operational visibility for leadership and cross-functional teams.
Required Qualifications
- U.S. Citizen
- active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility
- current CompTIA Security + CE or other 8570 environment relevant certification
- 5–8 years of experience in IT support, service desk, queue management, incident management, or IT operations
- Experience with an IT ticket management system such as Helix (formerly BMC Remedy), ServiceNow, Zendesk, or similar platforms
- Demonstrated experience managing high-volume queues, routing tickets, and following through on escalations
- Experience communicating with customers and internal technical teams to drive resolution and service accountability
- Strong communication, organization, and attention to detail
- Ability to manage competing priorities and remain responsive in a fast-paced remote environment
- Strong follow-through to keep tickets moving and prevent SLA misses
- Comfort using ticket data to identify trends, escalate issues, and improve service delivery
Desired Qualifications
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered, a bachelor's degree counting as 3 years of experience; Associate's degree in Applied Science may be considered equivalent to 1 year of experience
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