Queue Manager - 24x7 TS/SCI IT Service Desk Lead

Synergy ECP; Columbia (MD); On-site; USD 85,000 - 110,000; Full time

Job summary

Synergy ECP in Columbia, MD, is seeking a Queue Manager to join a 24x7 Service Desk. You will monitor queues, assign tickets, ensure SLAs, coordinate with cross-functional teams, and prepare daily and major incident reports. Requires a Bachelor's degree and 3 years’ experience (or an Associate’s with 5 years).

TS/SCI clearance and U.S. Citizenship are required; ITSM tool experience (Remedy, ServiceNow, Service Manager) is preferred.

Qualifications

• Bachelor’s degree and three years’ experience or an Associate’s degree and five years' experience in a customer technology and support environment.
• Experience working with SLAs and prioritizing tickets to meet targets.
• Proven communication, interpersonal and presentation skills.

Responsibilities

• Monitor queues and assign tickets to appropriate resources for troubleshooting and resolution.
• Ensure SLAs are maintained and proper ticket follow-up is performed.
• Assign out-of-scope tickets to Service Desk or other teams.
• Coordinate cross‑team efforts to meet SLA targets.
• Prepare daily incident/change/problem tickets and SLA status reports.
• Prepare summary reports on major incidents during shifts.
• Coordinate resources with teams across disciplines to resolve high‑priority tickets.

Skills

SLA experience

Time management

Communication

Prioritization

Interpersonal skills

Presentation skills

ITSM tools experience

Customer service experience

Ticket handling

Education

Bachelor’s degree + 3 years experience

Associate’s degree + 5 years experience

Tools

Remedy

ServiceNow

Service Manager

Job description

Synergy ECP in Columbia, MD, is seeking a Queue Manager to join a 24x7 Service Desk. You will monitor queues, assign tickets, ensure SLAs, coordinate with cross-functional teams, and prepare daily and major incident reports. Requires a Bachelor's degree and 3 years’ experience (or an Associate’s with 5 years).

TS/SCI clearance and U.S. Citizenship are required; ITSM tool experience (Remedy, ServiceNow, Service Manager) is preferred.