IT Queue Manager – IT Support Services – remote PST

Irvine Technology Corporation; Garden Grove (CA); Remote; USD 41,000 - 48,000; Full time

Job summary

Irvine Technology Corporation is seeking an IT Queue Manager to run its Service Desk queue for roughly 8,000 business users. You will triage, prioritize, and route each request to the right analyst, then roll up your sleeves and resolve issues yourself. As the face of IT, you’ll bring sound judgment, strong service instincts, and a real commitment to a great user experience.

Location: Remote – must reside in Pacific Time hours. Compensation: $30–$35/hr. No visa sponsorship.

Qualifications

• 3+ years in an IT Service Desk or IT Operations environment supporting geographically distributed enterprise users.
• Hands-on experience with Microsoft 365, Entra ID, Intune, Windows, Active Directory, Azure, and endpoint management.
• Experience with ITSM platforms such as HaloITSM, ServiceNow, or Jira and ITIL incident, problem, and service request management.

Responsibilities

• Triage and assign incoming incidents, service requests, and escalations based on urgency, impact, complexity, SLAs, and analyst skills and capacity.
• Spend about half your time resolving tickets hands-on across Microsoft 365, Teams, SharePoint, Active Directory, Entra ID, Intune, and endpoint devices, focusing on first-call resolution.
• Serve as an escalation point for analysts, coaching them through complex issues and ensuring ITIL-aligned procedures are followed.
• Monitor queue metrics, aging tickets, and approaching SLA breaches, and rebalance workloads before they affect users.
• Write and maintain SOPs, knowledge articles, escalation matrices, and runbooks, and find opportunities to improve processes and self-service.

Skills

ITIL

IT Service Desk

Microsoft 365

Customer service

Tools

HaloITSM

ServiceNow

Jira

Job description

IT Queue Manager – IT Support Services

Do you thrive at the center of a busy support operation, knowing exactly who should handle what, and when? Our client is launching a new IT Support Services team and needs a frontline leader to run its Service Desk queue for roughly 8,000 business users. As IT Queue Manager, you’ll do far more than reassign tickets. You’ll triage, prioritize, and route each request to the right analyst, then roll up your sleeves and resolve issues yourself. As the face of IT, you’ll bring sound judgment, strong service instincts, and a real commitment to a great user experience.

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 – must reside in and work Pacific Time (PST) hours
• Compensation: This job is expected to pay about $30– $35/hr
• No Visa Sponsorship Available for this role

What You’ll Do:

• Triage and assign incoming incidents, service requests, and escalations based on urgency, impact, complexity, SLAs, and each analyst’s skills and capacity
• Spend about half your time resolving tickets hands-on across Microsoft 365, Teams, SharePoint, Active Directory, Entra ID, Intune, and endpoint devices, with a focus on first-call resolution
• Serve as an escalation point for analysts, coaching them through complex issues and making sure ITIL-aligned procedures are followed
• Monitor queue metrics, aging tickets, and approaching SLA breaches, and rebalance workloads before they affect users
• Write and maintain SOPs, knowledge articles, escalation matrices, and runbooks, and find opportunities to improve processes and self-service

What Gets You the Job:

• 3+ years in an IT Service Desk, IT Support, or IT Operations environment supporting geographically distributed enterprise users
• Hands-on experience with Microsoft 365, Entra ID, Intune, Windows, Active Directory, Azure, and endpoint management
• Experience with an ITSM platform such as HaloITSM, ServiceNow, or Jira, and a strong grasp of ITIL incident, problem, and service request management (ITIL 4 Foundation is a plus)
• Proven ability to prioritize in a high-volume environment, use metrics to guide decisions, and make sound calls quickly with incomplete information
• Excellent communication, technical writing, and customer service skills, with the empathy and professionalism to be the face of IT

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.