Service Desk Queue Manager

Title: Service Desk Queue Manager
Clearance: Top Secret (SCI Eligible)
Location: Washington, D.C. (Onsite)
Comp. Range: 110K -120K

About this role:

• Client is seeking a Service Desk Queue Manager who 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. 

We are seeking professionals with:

• Bachelor’s degree or Associates Degree
• 2+ years; IT service management or service desk operations, with demonstrated experience in ticket management and queue prioritization.
• Flexible working hours, including availability for on-call duty and occasional weekend work.
• Willingness to undergo additional training as required.
• ITIL practices, including incident, problem, and change management.
• Ability to travel domestically and internationally as needed.
• Ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.

Preferred Certifications:

• ITIL Foundation, HDI Support Center Manager, or similar

What will make you successful:

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

Pay Range: 110,000-120,000
The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions#LI-VB1