It Service Desk Queue Manager

Job Description: IT Service Desk Queue Manager (ServiceDesk Plus ITSM)

Location – Des Moines, IA /Hybrid

Experience Level

Senior Associate / Manager Level
Experience: 5-8+ Years in ITSM and Service Desk Operations

This JD is suitable for managed services environments supporting large enterprise or public-sector clients and aligns well with ITIL-based ServiceDesk Plus operations.

Key Responsibilities

Queue Management & Ticket Governance

• Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM.
• Ensure tickets are categorized, prioritized, assigned, and routed correctly.
• Maintain queue health by proactively identifying backlog, aging tickets, and SLA risks.
• Drive daily ticket reviews to ensure timely progression and resolution.
• Balance workload across Service Desk analysts and support teams.
• Ensure all tickets contain accurate documentation, updates, and closure details.

SLA & Operational Performance

• Monitor SLA compliance and take proactive actions to prevent breaches.
• Track key service desk metrics including:
• First Contact Resolution (FCR)/Mean Time to Respond (MTTR)/Mean Time to Resolve/Resolution SLA Attainment
• Ticket Aging/Reopen Rates/Backlog Volumes
• Prepare daily, weekly, and monthly operational dashboards and reports.
• Conduct trend analysis and identify recurring service issues.

Escalation Management

• Act as the primary escalation point for queue-related issues.
• Coordinate with Level 2, Level 3, Infrastructure, Network, Security, Application, and Vendor teams.
• Expedite resolution of P1/P2 incidents and business-critical requests.
• Drive effective stakeholder communication during major incidents.
• Ensure escalations follow established ITIL and organizational procedures.

ServiceDesk Plus Administration

• Maintain queue configurations, business rules, assignment groups, categories, templates, and notifications.
• Support workflow improvements and automation initiatives within ServiceDesk Plus.
• Collaborate with ITSM administrators to optimize routing, SLA policies, and reporting.
• Monitor queue performance using ServiceDesk Plus dashboards and analytics.

Technical Skills

• ManageEngine ServiceDesk Plus ITSM
• ITIL Framework
• Incident Management
• Service Request Management
• SLA Management
• Problem Management
• Knowledge Management
• Dashboard & Reporting
• Service Desk Analytics
• Excel / Power BI Reporting
• Escalation Management
• Workflow Automation

Preferred Certifications

• ITIL v4 Foundation or higher
• Manage Egine ServiceDesk Plus Certification
• HDI Service Desk Manager
• Lean Six Sigma (Preferred)