IT Service Desk Workflow Manager (Queue & SLA)

Serco; Virginia (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Serco Inc. is seeking an IT Queue Coordinator to manage and govern the IT service desk ticket queue, ensuring incidents and service requests are assigned, prioritized, and resolved within SLA/OLA targets across Tier 1–3, Field Services, and related IT support teams.

The role focuses on queue health, throughput optimization, real-time operational oversight, and proactive issue resolution, enabling efficient service delivery and high customer satisfaction.

Qualifications

• Associate degree or equivalent experience in IT, CS, or business.
• 5+ years in IT Service Desk or Help Desk.
• Experience in ITIL-based environments.
• Experience with enterprise ticketing platforms (ServiceNow, Jira Service Management, BMC Remedy, Ivanti, Freshservice).
• Experience monitoring SLA performance.
• Willingness to travel up to 10%.

Responsibilities

• Monitor IT service queues and ensure proper categorization, prioritization, and assignment.
• Balance workloads across Tier 1, Tier 2, Tier 3 and Field Services teams.
• Identify aging tickets and drive timely resolutions.
• Escalate critical incidents per procedures.
• Ensure tickets meet SLA and OLA targets.
• Maintain ticket documentation and lifecycle.
• Produce daily queue reports and track SLA metrics.
• Identify recurring trends and automation opportunities.
• Assist with knowledge base improvements and process improvements.
• Support operational readiness during organizational changes.

Skills

ITIL knowledge

SLA monitoring

Ticketing coordination

Workload balancing

Communication

Education

Associate degree in IT/CS/Business or equivalent

Tools

ServiceNow

Jira Service Management

BMC Remedy

Ivanti

Freshservice

Job description

Serco Inc. is seeking an IT Queue Coordinator to manage and govern the IT service desk ticket queue, ensuring incidents and service requests are assigned, prioritized, and resolved within SLA/OLA targets across Tier 1–3, Field Services, and related IT support teams.

The role focuses on queue health, throughput optimization, real-time operational oversight, and proactive issue resolution, enabling efficient service delivery and high customer satisfaction.