Queue Manager
On-site · Hemel Hempstead, England, United Kingdom
Job Summary
Oversee IT service desk queue health and ensure incidents, requests and tasks are prioritized and resolved in line with ITIL. Coordinate with resolver groups and service desk analysts to route work, manage escalations, maintain queue governance, and drive timely incident resolution. Monitor backlogs, ageing items, and breached cases; produce performance reports; identify trends and improvement opportunities; and contribute to continual service improvement while ensuring adherence to SLAs and OLAs.
Required Qualifications
- Proven experience in an IT service desk, service operations or queue management role
- Good working knowledge of ITIL principles, particularly Incident, Request, Problem and Change practices
- Strong organisational skills with the ability to manage competing priorities in a fast-paced environment
- Experience using ITSM tools to manage ticket workflows, reporting and service performance
- Strong attention to detail with a focus on data quality and process compliance
- Ability to analyse operational data and turn findings into practical improvements
- Confident communicator able to work effectively with technical teams, stakeholders and customers
- Demonstrated ability to coordinate escalations and maintain control during peak demand periods
- ITIL Foundation certification preferred
- Relevant experience in IT support, service operations or service management environments
- Experience in managed services, enterprise IT or technical support environments would be advantageous
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