Remote IT Queue Lead for Service Desk

your Jared; United States; Remote; USD 28,000 - 37,000; Full time

Job summary

Irvine Technology Corporation is looking for an IT Queue Manager to join our remote Service Desk, acting as the first contact for incoming tickets and ensuring fair, efficient distribution to analysts. You will monitor the queue in real time, gather precise information, and provide Tier 1 troubleshooting to get users back online.

You will participate in daily stand-ups and help shape a growing Service Desk function with calm, empathetic support for users.

Qualifications

• 3+ years of experience in an IT Service Desk or Support environment.
• Hands-on familiarity with Active Directory (on-prem), Microsoft Entra ID, Intune, Azure, and TCP/IP troubleshooting.
• Strong documentation habits for triage, hand-offs, and escalations.
• A genuine ability to connect with people, staying calm and empathetic.
• Exposure to ITIL practices is a plus.

Responsibilities

• Act as the first point of contact for the Service Desk queue, distributing tickets fairly and efficiently across the analyst team based on urgency and complexity.
• Spend part of each shift actively monitoring the queue in real time, then shift focus to working routine, non-urgent tickets at a controlled, predictable pace.
• Gather clear, complete information from end users so tickets are well-documented and easy to hand off, escalating unresolved issues with the right context.
• Provide Tier 1 troubleshooting support, helping identify the missing piece needed to get users back up and running.
• Join daily team stand-ups and help set the tone for a growing Service Desk function, making sure every user feels heard and supported.

Tools

Active Directory (on-prem)

Microsoft Entra ID

Intune

Azure

TCP/IP troubleshooting

Job description

Irvine Technology Corporation is looking for an IT Queue Manager to join our remote Service Desk, acting as the first contact for incoming tickets and ensuring fair, efficient distribution to analysts. You will monitor the queue in real time, gather precise information, and provide Tier 1 troubleshooting to get users back online.

You will participate in daily stand-ups and help shape a growing Service Desk function with calm, empathetic support for users.