Service Desk Queue Manager

Job Summary

We are seeking experienced Service Desk Queue Managers to support service desk operations for the State of Iowa in Des Moines, IA. The ideal candidate will have strong experience managing service desk queues, monitoring ticket volumes, prioritizing incidents and requests, coordinating resources, and ensuring timely resolution of service desk activities.

The candidate should possess strong communication, organizational, customer-service, and problem-solving skills and be comfortable working in an onsite service desk environment.

Key Responsibilities

• Monitor and manage daily Service Desk queues and ticket volumes.
• Prioritize incidents and service requests based on business impact and urgency.
• Ensure tickets are appropriately assigned, tracked, and progressed toward resolution.
• Monitor queue performance and identify aging, overdue, or high-priority tickets.
• Coordinate with Service Desk analysts and technical support teams to maintain efficient workflow.
• Escalate critical or unresolved issues to the appropriate technical teams.
• Track service requests and incidents through completion.
• Assist with maintaining service-level targets and operational procedures.
• Provide status updates and communicate effectively with users and support teams.
• Identify recurring issues and opportunities for process improvement.
• Support documentation and knowledge-management activities.
• Maintain accurate ticket records and ensure appropriate resolution details are documented.
• Assist with workload balancing and resource coordination within the Service Desk.
• Provide excellent customer service to State of Iowa users.

Required Skills & Qualifications

• Experience in Service Desk, Help Desk, IT Support, or IT Service Management environments.
• Experience managing or coordinating service desk queues and ticket workflows.
• Strong understanding of Incident and Service Request Management.
• Experience with ticketing / ITSM tools such as ServiceNow, Remedy, Cherwell, or equivalent.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to prioritize multiple tickets and competing requests.
• Ability to work effectively with technical teams, end users, and stakeholders.
• Ability to work onsite in Des Moines, Iowa.

Preferred Skills

• ITIL / IT Service Management knowledge.
• Experience with SLA monitoring and ticket metrics.
• Experience handling escalations and high-priority incidents.
• Knowledge of Microsoft Windows, Active Directory, Microsoft 365, and basic networking.
• Experience supporting government or enterprise IT environments.
• Previous experience working with state or public-sector clients is a plus.