ITSM Queue Lead: Incident & Service Delivery

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

Zusammenfassung

Global Enterprise Services, Llc is seeking a Queue Manager/ITSM Operations Analyst to support the Defense Enclave Services program at Fort Meade, MD. You will oversee incident and service request queues, monitor SLAs, and drive improvements across multiple IT teams.

The role requires strong analytical and communication skills, ability to translate data into actionable actions, and experience with enterprise ticketing systems to ensure timely and accurate ticket handling and reporting.

Qualifikationen

• Bachelor’s degree or equivalent experience required.
• Experience managing IT incident or service request queues.
• Experience with ITSM processes and ticketing platforms.
• Strong analytical and communication skills with detail orientation.
• Proficiency in Excel and data reporting tools.

Aufgaben

• Oversee daily incident and service request queues across teams.
• Monitor ticket volumes, priorities, aging, and resolution progress.
• Coordinate corrective action with technical teams to improve SLA adherence.
• Ensure proper queue categorization, prioritization, and lifecycle management.
• Identify bottlenecks and drive continuous process improvements.
• Develop and maintain queue performance reports and dashboards.
• Support program management reviews and reporting requirements.

Kenntnisse

IT incident management

Data analysis

Communication skills

Organizational skills

Cross-team collaboration

Ausbildung

Bachelor’s degree in information technology, business administration, management, or related discipline

High school diploma / GED with 8+ years experience

Tools

ServiceNow

BMC Remedy

Excel

Power BI

Jobbeschreibung

Global Enterprise Services, Llc is seeking a Queue Manager/ITSM Operations Analyst to support the Defense Enclave Services program at Fort Meade, MD. You will oversee incident and service request queues, monitor SLAs, and drive improvements across multiple IT teams.

The role requires strong analytical and communication skills, ability to translate data into actionable actions, and experience with enterprise ticketing systems to ensure timely and accurate ticket handling and reporting.