ITSM Queue Specialist — SLA & Incident Lead

Cognizant; Des Moines (IA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Des Moines, IA is seeking an IT Service Desk Queue Specialist to govern ITSM ticket queues in a large enterprise environment. You will oversee incident, service request, and task queues, ensure SLA compliance, and provide escalation support.

The role requires strong ITSM tooling skills, ITIL practices, and collaboration with multiple teams; you will generate reports and drive continuous improvement.

Qualifications

• Bachelor's degree in IT, CS, or equivalent.
• 5-8+ years of enterprise ITSM/service desk experience.
• Minimum 3+ years managing queues in ManageEngine ServiceDesk Plus.
• Strong ITIL process knowledge and governance.
• Experience with managed services or large enterprise environments.
• Ability to deliver SLA-driven support operations.
• Excellent communication and stakeholder management.

Responsibilities

• Monitor and govern Incident, Service Request, and Task queues to ensure proper categorization and routing.
• Track SLA compliance and escalate where needed.
• Generate and analyze KPI reports and dashboards.
• Coordinate cross-functional incident resolution and escalation.
• Maintain queue health and drive continuous improvement.

Skills

ManageEngine SDPlus

ITIL

Ticket Governance

SLA Management

KPI Reporting

Excel

Power BI

Incident Mgmt

Queue Mgmt

Stakeholder comms

Reporting Dashboards

Education

Bachelor's Degree in IT/CS

Tools

ServiceDesk Plus

Power BI

Job description

Cognizant in Des Moines, IA is seeking an IT Service Desk Queue Specialist to govern ITSM ticket queues in a large enterprise environment. You will oversee incident, service request, and task queues, ensure SLA compliance, and provide escalation support.

The role requires strong ITSM tooling skills, ITIL practices, and collaboration with multiple teams; you will generate reports and drive continuous improvement.