IT Service Desk Queue Lead & SLA Champion

Belcan LLC; Des Moines, Northern (IA, KY); Hybrid; USD 62,000 - 65,000; Full time

Benefits offered by this job

Health care

Dental

Vision

Life insurance

401(k)

Education assistance

Paid time off

Job summary

Belcan LLC in Des Moines, IA is seeking an IT Service Desk Queue Manager to oversee daily performance, workflow, and quality within the ServiceDesk Plus ITSM platform. You will triage, assign, and resolve tickets, monitor SLA adherence, and provide actionable reporting to IT leadership.

Responsibilities include managing incident, service request, and task queues, driving backlog reduction, and coordinating with Level 2–3 teams.

Qualifications

• 5-8+ years in ITSM and Service Desk operations.

Responsibilities

• Oversee Incident, Service Request, and Task queues in ServiceDesk Plus ITSM.
• Ensure proper categorization, prioritization, and routing of tickets.
• Maintain queue health by monitoring backlog and SLA risks.
• Drive daily ticket reviews for timely progression and resolution.
• Balance workload across service desk analysts and support teams.
• Ensure tickets have accurate documentation and closure details.
• Coordinate with Level 2/3, Infrastructure, Network, Security, App teams.

Skills

ManageDesk ServiceDesk Plus ITSM

ITIL Framework

Service Request Management

SLA Management

Knowledge Management

Service Desk Analytics

Excel / Power BI Reporting

Workflow Automation

Job description

Belcan LLC in Des Moines, IA is seeking an IT Service Desk Queue Manager to oversee daily performance, workflow, and quality within the ServiceDesk Plus ITSM platform. You will triage, assign, and resolve tickets, monitor SLA adherence, and provide actionable reporting to IT leadership.

Responsibilities include managing incident, service request, and task queues, driving backlog reduction, and coordinating with Level 2–3 teams.