IT Queue Manager II — SLA & Ticket Flow Lead

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

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,