IT Queue Manager - IT Support Services
Do you thrive at the center of a busy support operation, knowing exactly who should handle what, and when? Our client is launching a new IT Support Services team and needs a frontline leader to run its Service Desk queue for roughly 8,000 business users. As IT Queue Manager, you'll do far more than reassign tickets. You'll triage, prioritize, and route each request to the right analyst, then roll up your sleeves and resolve issues yourself. As the face of IT, you'll bring sound judgment, strong service instincts, and a real commitment to a great user experience.
As part of our process after applying, you may receive an invitation from our AI Recruiter Avery for a short conversation that lets you share more about your background beyond your resume. For questions, contact .
Job Type
- Long-Term Contract
Location
- Remote - must reside in and work Pacific Time (PST) hours
Compensation
- This job is expected to pay about $30 - $35/hr
What You'll Do
- Triage and assign incoming incidents, service requests, and escalations based on urgency, impact, complexity, SLAs, and each analyst's skills and capacity
- Spend about half your time resolving tickets hands-on across Microsoft 365, Teams, SharePoint, Active Directory, Entra ID, Intune, and endpoint devices, with a focus on first-call resolution
- Serve as an escalation point for analysts, coaching them through complex issues and making sure ITIL-aligned procedures are followed
- Monitor queue metrics, aging tickets, and approaching SLA breaches, and rebalance workloads before they affect users
- Write and maintain SOPs, knowledge articles, escalation matrices, and runbooks, and find opportunities to improve processes and self-service
What Gets You the Job
- 3+ years in an IT Service Desk, IT Support, or IT Operations environment supporting geographically distributed enterprise users
- Hands-on experience with Microsoft 365, Entra ID, Intune, Windows, Active Directory, Azure, and endpoint management
- Experience with an ITSM platform such as HaloITSM, ServiceNow, or Jira, and a strong grasp of ITIL incident, problem, and service request management (ITIL 4 Foundation is a plus)
- Proven ability to prioritize in a high-volume environment, use metrics to guide decisions, and make sound calls quickly with incomplete information
- Excellent communication, technical writing, and customer service skills, with the empathy and professionalism to be the face of IT
Ready to take charge of the queue and set the standard for a brand-new support team? Apply today and let's start the conversation.