ITSM Queue & Incident Operations Lead

Global-Enterprise-Services,-LL; Fort Meade (MD); Vor Ort; USD 80.000 - 95.000; Vollzeit

Zusammenfassung

Global-Enterprise-Services,-LL in Fort Meade, MD, seeks a Queue Manager / ITSM Operations Analyst to oversee incident and service request queues for the DES program. You will drive SLAs, track backlog, and coordinate across User Support, Identity Management, and other teams to ensure timely resolution and data-driven improvements.

The role requires strong analytical and communication skills, experience with ITSM processes and enterprise ticketing platforms, and the ability to translate ticket

Qualifikationen

• Bachelor’s degree in information technology, Business Administration, Management, or a related discipline; 4+ years of relevant experience; or a high school diploma/GED with 8+ years of relevant experience.
• Experience managing IT incident, service request, or operational support queues within an enterprise IT environment.
• Experience using ITSM processes including Incident Management, Request Fulfillment, Escalation Management, and Service Level Management.

Aufgaben

• Provide daily oversight and management of incident and service request queues across operational teams.
• Monitor ticket volumes, priorities, aging, assignment status, and resolution progress to ensure timely action.
• Identify unassigned, misrouted, stalled, or aging tickets and coordinate corrective action with technical teams.
• Ensure incidents and service requests are properly categorized, prioritized, assigned, and managed throughout their lifecycle.
• Coordinate with technical leads and functional managers to balance workloads and address resource constraints.
• Establish and maintain processes for ticket escalation, reassignment, and follow-up.

Kenntnisse

ITSM processes

ServiceNow

Data analysis

Excel reporting

Cross-team coordination

Ausbildung

Bachelor’s degree in information technology, Business Administration, Management, or related discipline

High school diploma/GED with 8+ years of relevant experience

Tools

ServiceNow

BMC Remedy

Jobbeschreibung

Global-Enterprise-Services,-LL in Fort Meade, MD, seeks a Queue Manager / ITSM Operations Analyst to oversee incident and service request queues for the DES program. You will drive SLAs, track backlog, and coordinate across User Support, Identity Management, and other teams to ensure timely resolution and data-driven improvements.

The role requires strong analytical and communication skills, experience with ITSM processes and enterprise ticketing platforms, and the ability to translate ticket