ITSM Queue Leader: Incident & Service Delivery

Nowges; Fort Meade (MD); Vor Ort; USD 80.000 - 95.000; Vollzeit

Zusammenfassung

Nowges is seeking a Queue Manager/ITSM Operations Analyst to support Fort Meade-based DISA-related services. You will oversee incident and service request queues, ensuring timely action and SLA adherence across multiple teams.

The role requires strong data analysis, cross-functional collaboration, and a proactive approach to reducing ticket backlogs and improving service delivery. Excellent communication skills are essential.

Qualifikationen

• 4+ years of IT incident/service queue experience.
• Experience with ITSM processes and lifecycle management.
• Experience using enterprise ticketing platforms (ServiceNow/Remedy).
• Strong data analysis and reporting abilities.

Aufgaben

• Oversee incident and service request queues across teams.
• Monitor ticket volumes, priorities, aging, and progress.
• Identify unassigned or misrouted tickets and coordinate action.
• Ensure proper categorization, prioritization, and lifecycle management.
• Produce daily/weekly/monthly performance reports and dashboards.
• Collaborate with leads to balance workloads and optimize delivery.

Kenntnisse

ITSM

Incident management

Data analysis

Excel

Communication

Cross-functional

Ticketing

Ausbildung

Bachelor's degree

Tools

ServiceNow

BMC Remedy

MS Excel

Power BI

Jobbeschreibung

Nowges is seeking a Queue Manager/ITSM Operations Analyst to support Fort Meade-based DISA-related services. You will oversee incident and service request queues, ensuring timely action and SLA adherence across multiple teams.

The role requires strong data analysis, cross-functional collaboration, and a proactive approach to reducing ticket backlogs and improving service delivery. Excellent communication skills are essential.