IT Service Delivery & Queue Lead

AMERICAN SYSTEMS; Arlington (VA); Remoto; USD 85.000 - 115.000; Tempo pieno

Descrizione del lavoro

AMERICAN SYSTEMS is seeking an IT Queue Manager Level II to support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to the appropriate teams. You will act as a senior contact for ticket follow-up, status validation, escalation, and customer communication to meet SLA requirements.

The role requires U.S. citizenship, a current or eligible Top Secret/SCI clearance, and a 5–8 year background in IT support or service desk

Competenze

• U.S. Citizenship required.
• Active Secret clearance with ability to obtain Top Secret with SCI eligibility or active Top Secret with SCI eligibility; subject to federal background check.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered; degree counts as 3 years 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 IT ticket management systems such as Helix (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, escape issues, and improve service delivery.

Mansioni

• 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.

Conoscenze

Queue management

Customer support

Communication

Organizational skills

Remote work adaptability

Formazione

Bachelor's degree in Computer Science/IT/Business Administration/Information Systems Management

Associate's degree in Applied Science (equivalent to 1 year)

Strumenti

Helix (BMC Remedy)

ServiceNow

Zendesk

Descrizione del lavoro

AMERICAN SYSTEMS is seeking an IT Queue Manager Level II to support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to the appropriate teams. You will act as a senior contact for ticket follow-up, status validation, escalation, and customer communication to meet SLA requirements.

The role requires U.S. citizenship, a current or eligible Top Secret/SCI clearance, and a 5–8 year background in IT support or service desk