IT Queue Manager – IT Support Services (remote)

your Jared; United States; Remote; USD 28,000 - 37,000; Full time

Job summary

Irvine Technology Corporation is looking for an IT Queue Manager to join our remote Service Desk, acting as the first contact for incoming tickets and ensuring fair, efficient distribution to analysts. You will monitor the queue in real time, gather precise information, and provide Tier 1 troubleshooting to get users back online.

You will participate in daily stand-ups and help shape a growing Service Desk function with calm, empathetic support for users.

Qualifications

• 3+ years of experience in an IT Service Desk or Support environment.
• Hands-on familiarity with Active Directory (on-prem), Microsoft Entra ID, Intune, Azure, and TCP/IP troubleshooting.
• Strong documentation habits for triage, hand-offs, and escalations.
• A genuine ability to connect with people, staying calm and empathetic.
• Exposure to ITIL practices is a plus.

Responsibilities

• Act as the first point of contact for the Service Desk queue, distributing tickets fairly and efficiently across the analyst team based on urgency and complexity.
• Spend part of each shift actively monitoring the queue in real time, then shift focus to working routine, non-urgent tickets at a controlled, predictable pace.
• Gather clear, complete information from end users so tickets are well-documented and easy to hand off, escalating unresolved issues with the right context.
• Provide Tier 1 troubleshooting support, helping identify the missing piece needed to get users back up and running.
• Join daily team stand-ups and help set the tone for a growing Service Desk function, making sure every user feels heard and supported.

Tools

Active Directory (on-prem)

Microsoft Entra ID

Intune

Azure

TCP/IP troubleshooting

Job description

IT Queue Manager – IT Support Services (remote)

IT Queue Manager

Are you the ultimate quarterback when it comes to keeping a team organized and moving? Our client is building out a brand-new Service Desk function and needs a steady, detail-oriented professional to be its first point of contact. As IT Queue Manager, you’ll be the calm, controlled hub that greets every incoming ticket, makes sure end users feel heard from the first interaction, and gets work distributed fairly and efficiently across the analyst team. If you love bringing structure to a busy queue and genuinely enjoy helping people through frustrating moments, this is your seat.

As part of our process after applying, you may receive an invitation from our AI Recruiter Avery for a short conversation that lets you share more about your background beyond your resume. For questions, contact [e-mail].

• Job Type: Long-Term Contract
• Location: Remote (PST, CST, or EST hours), Monday – Friday, 8:00 AM – 5:00 PM local time

• Compensation: This job is expected to pay about $20 – $27/hr

• No Visa Sponsorship Available for this role

What You’ll Do:

• Act as the first point of contact for the Service Desk queue, distributing tickets fairly and efficiently across the analyst team based on urgency and complexity
• Spend part of each shift actively monitoring the queue in real time, then shift focus to working routine, non-urgent tickets at a controlled, predictable pace
• Gather clear, complete information from end users so tickets are well-documented and easy to hand off, escalating unresolved issues with the right context
• Provide Tier 1 troubleshooting support, helping identify the missing piece needed to get users back up and running
• Join daily team stand-ups and help set the tone for a growing Service Desk function, making sure every user feels heard and supported

What Gets You the Job:

• 3+ years of experience in an IT Service Desk or Support environment, with strong Tier 1 troubleshooting skills
• Hands‑on familiarity with Active Directory (on-prem), Microsoft Entra ID, Intune, Azure, and foundational TCP/IP troubleshooting
• Strong documentation habits, capturing the right details to make triage, hand‑offs, and escalations seamless
• A genuine ability to connect with people, staying calm and empathetic while helping frustrated users feel heard
• Exposure to ITIL practices is a plus, as the team is moving toward a more ITIL-aligned way of working

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities.