Queue Manager (m/f/d)

Matrix42; Frankfurt; Remote; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Learning & Development

6 extra days off for development

Online learning platforms

Social day

Bicycle leasing

Additional benefit options

Job summary

Matrix42 seeks a Queue Manager to take operational ownership of support queues, ensure incidents and requests are reviewed, prioritized, assigned, and followed up with clear ownership and SLA adherence.

You will monitor queues, validate priority, assign work, and coordinate with 1st- to 3rd-line support, driving timely resolution and continuous process improvements. Fluent English and German/Finnish are valued.

Qualifications

• Strong understanding of support processes and ticket lifecycles.
• Experience with ITSM or customer support ticketing tools and dashboards.
• Ability to translate customer impact and urgency into actionable decisions.
• Good technical understanding of Matrix42 products and services.
• Excellent coordination and follow-up skills across multiple teams.

Responsibilities

• Monitor support queues throughout the day and ensure new and updated tickets are reviewed, categorized, and handled without delay.
• Validate ticket priority, customer impact, urgency, and support scope to enable correct handling and escalation.
• Assign incidents, service requests, and other ticket types to the appropriate team, resolver group, or individual.
• Follow up on unassigned, aging, breached, and at-risk tickets to protect SLA compliance.
• Maintain accurate ticket documentation, status, categorization, and ownership.
• Coordinate with 1st/2nd/3rd-line support, escalation managers, and team leads to remove blockers.
• Collaborate with cross-functional teams to accelerate ticket resolution.
• Identify recurring quality issues and propose process improvements.
• Support operational reporting by providing visibility into queue health and backlog trends.
• Promote disciplined ticket handling and proper use of statuses and escalation paths.
• Identify candidates for Major Incident and Problem Management.

Skills

ITSM knowledge

Ticket prioritization

SLA management

Cross-functional collaboration

Stakeholder communication

Queue ownership

English fluency

German or Finnish language fluency

Job description

Your mission

As a Queue Manager at Matrix42, you will take daily operational ownership of one or more support queues. You will ensure that incidents, service requests, and customer inquiries are reviewed, prioritized, assigned, and followed up consistently. By maintaining clear ownership, queue health, and SLA compliance, you will help ensure that no customer case is left unattended.

• Monitor support queues throughout the day and ensure new and updated tickets are reviewed, categorized, and handled without unnecessary delay.
• Validate ticket priority, customer impact, urgency, and support scope to enable correct handling and escalation.
• Assign incidents, service requests, and other ticket types to the appropriate support team, resolver group, or individual based on skills, workload, and process rules.
• Follow up on unassigned, aging, breached, and at‑risk tickets, taking corrective action to protect SLA compliance and customer satisfaction.
• Maintain accurate and up-to-date ticket documentation, status, categorization, and ownership.
• Coordinate with 1st-line, 2nd-line, and, where applicable, 3rd-line support, escalation managers, and team leads to remove blockers and secure timely progress.
• Collaborate with cross‑functional teams to accelerate ticket resolution.
• Identify recurring quality issues, routing gaps, and process deviations, and propose improvements that increase efficiency and consistency.
• Support operational reporting by providing visibility into queue health, workload distribution, SLA risks, and backlog trends.
• Promote disciplined ticket handling and the correct use of support statuses, priorities, and escalation paths.
• Identify and propose candidates for Major Incident and Problem Management.

Your profile

• Strong understanding of support processes, ticket lifecycles, prioritization, SLA logic, and escalation practices.
• Experience with ITSM or customer support ticketing tools and dashboards.
• Ability to assess customer impact, urgency, and business criticality and translate them into sound ticket‑handling decisions.
• Good technical understanding of the supported products, solution areas, and support team responsibilities.
• Excellent coordination, communication, and follow‑up skills, with the ability to work effectively across multiple teams.
• A structured, detail‑oriented working style and strong ownership of operational quality and queue hygiene.
• Ability to manage competing priorities in a fast‑paced environment while maintaining a strong customer focus.
• Matrix42 domain knowledge and a commercial understanding of Matrix42 agreements and service descriptions.
• Fluency in English and native‑level proficiency in Finnish or German. Additional languages are a plus.

An advantage

• Familiarity with ITIL principles, particularly Incident Management, Request Fulfilment, and Service Level Management.

Our Benefits

We could tell you all about the free fruit and drinks in the office, that you will have flexible working hours, 25–30 vacation days depending on the location, or that remote work is part of everyday life. But in our eyes, that’s not a benefit, it’s standard. Here are some of our benefit offers:

• Learning & Development Opportunities
• Up to 6 additional days off for personal or professional development
• Access to online platforms to expand your knowledge or improve your language skills
• One Social Day to assist in social settings or attend events that help improve our environment
• Bicycle leasing, with the contract and insurance administered through Matrix42
• The option to choose an additional benefit such as a fitness membership, job ticket, retirement plan, or monetary bonus
• And many more. Ask us for details.

Your contact person

If you have any questions, please do not hesitate to contact Irina Neculae.

About Us

We are the European choice in intelligent service management – built on trust, powered by people!

At Matrix42, we empower organizations to digitalize and automate their everyday work. With our platform, customers manage IT and business processes, assets, endpoints, and identities seamlessly—driving productivity, agility, security, and a better employee experience. Through integrated solutions and automation, we enable modern digital workplaces and true self‑service.

Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day.

Our culture is built on a strong, value‑based performance mindset—because success is not just about what we achieve, but how we achieve it. Guided by our four core values, we bring our vision to life every day:

• We love customers – we put customer success at the heart of everything we do
• Make it happen – we take ownership, act with speed, and turn ideas into impact
• Better every day – we continuously learn, improve, and push boundaries
• With respect – we collaborate with trust, openness, and appreciation for each other

Together, these values define our high-performance culture—one that is customer‑centric, growth‑minded, and built on collaboration. We support your personal and professional development through clear goals, continuous feedback, and opportunities to grow, helping you reach your full potential.

We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals, regardless of gender, age, disability, ethnic or social origin, religion or belief, sexual orientation, or identity.