IT Queue Manager II

AMERICAN SYSTEMS; Manassas (VA); On-site; USD 58,000 - 90,000; Full time

Job summary

AMERICAN SYSTEMS is hiring for an IT Queue Manager Level II to support the daily flow of incoming customer requests, prioritize and route tickets, and serve as a senior point of contact for status updates and escalations. The role emphasizes SLA-driven delivery in a fast-paced environment.

Qualified candidates will have 5–8 years in IT support or queue management, active Secret clearance (Top Secret with SCI eligibility preferred), and a CS/IT-related degree, plus experience with Helix,

Qualifications

• U.S. citizenship required by policy.
• Active Secret clearance; Top Secret with SCI eligibility preferred.
• CompTIA Security+ CE or equivalent.
• 5–8 years IT support/queue management experience.
• Experience with ticket systems (Helix, ServiceNow, Zendesk).

Responsibilities

• Review and route account and data transfer paperwork to appropriate teams.
• Own queue prioritization, ticket triage, and escalation.
• Monitor ticket aging and drive timely resolutions.
• Communicate status updates to customers and internal teams.
• Identify trends and areas for process improvement.
• Support reporting and documentation for leadership.

Skills

Communication

Organization

Attention to detail

Prioritization

Customer communication

Education

Bachelor’s degree in CS/IT/IS

Tools

Helix / BMC Remedy

ServiceNow

Zendesk

Job description

Overview

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.

Responsibilities

An Average DAy: As the IT Queue Manager Level II you will support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to the appropriate teams. You will also serve as a senior point of contact for ticket follow-up, status validation, escalation, and customer communication to help ensure SLA Service Delivery requirements are met. Additionally, in this position you will:

• Actively monitor incoming customer requests and ensure account and data transfer paperwork is processed, completed, and routed to the respective teams.
• Own queue prioritization, ticket triage, and escalation to ensure work is assigned accurately and moved forward without delay.
• Monitor ticket aging, identify stalled items, and drive resolution by following up with assigned support teams and stakeholders.
• Contact teams assigned to tickets when updates are missing or when latest status has not been documented.
• Provide customer support via email, Teams, or phone to communicate status updates and help prevent SLA Service Delivery 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.

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C).
• Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility; Will be subject to a federal background investigation.
• 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.
• Must hold 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, elevate issues, and improve service delivery.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $58,000.00/Yr. - USD $90,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status