Queue Manager II - On-site 24x7 IT Service Desk Lead

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 68,000 - 108,000; Full time

Job summary

Gladiatoremergence Fort Meade, MD seeks a Level 2 Queue Manager to monitor queues, reallocate tickets, and uphold SLA targets on-site. The role emphasizes coordinating cross-team efforts to ensure timely incident response and customer satisfaction across multiple locations.

The ideal candidate brings 2+ years in a large enterprise environment, hands-on ticketing experience with ServiceNow/BMC Remedy/HP Service Manager, and ITIL v3 Foundations is a plus. TS/SCI + Full Scope Poly required at start.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years supporting a large Enterprise environment.
• 3+ years experience managing a customer-facing service organization with multi-location support.
• Experience generating reporting from ticketing tools.
• ITIL v3 Foundations certification desired.

Responsibilities

• Monitor queues and reallocate tickets before missing SLAs.
• Ensure response time SLA compliance and cross-team coordination.
• Coordinate tickets crossing organizational boundaries for customer satisfaction.
• Assign tickets out of scope to Service Desk/Other Teams daily.
• Report on Incidents/Changes/Problems and SLA status.

Skills

Queue management

Ticketing tools

SLA monitoring

Cross-team coordination

Reporting

Resource scheduling

Education

Bachelor's degree

Tools

ServiceNow

BMC Remedy

HP Service Manager

Job description

Gladiatoremergence Fort Meade, MD seeks a Level 2 Queue Manager to monitor queues, reallocate tickets, and uphold SLA targets on-site. The role emphasizes coordinating cross-team efforts to ensure timely incident response and customer satisfaction across multiple locations.

The ideal candidate brings 2+ years in a large enterprise environment, hands-on ticketing experience with ServiceNow/BMC Remedy/HP Service Manager, and ITIL v3 Foundations is a plus. TS/SCI + Full Scope Poly required at start.