Role Summary

The Service Desk Queue Manager is responsible for overseeing the day-to-day management of incidents and service requests within ManageEngine ServiceDesk Plus (SDP). This role ensures efficient ticket flow, SLA compliance, backlog prevention, operational reporting, and coordination across support teams to maintain high-quality IT service delivery across state agencies.

Key Responsibilities

Queue Management & Ticket Oversight

·        Actively monitor, prioritize, and assign incoming incidents and service requests within ManageEngine ServiceDesk Plus (SDP).

·        Ensure timely triage, assignment, and workload distribution across service desk and resolver groups.

·        Identify and eliminate ticket bottlenecks to prevent backlog accumulation.

·        Track aging tickets and coordinate with support teams to drive timely resolution.

·        Enforce adherence to established SLAs, escalation procedures, and operational processes.

Operational Governance & Escalation

·        Serve as the primary operational escalation point for department liaisons, agency stakeholders, and IT leadership.

·        Facilitate Major Incident communications and ensure timely stakeholder updates.

·        Coordinate with Tier 2 and Tier 3 engineering teams to resolve complex and multi-departmental requests.

·        Align cross-functional teams during high-priority incidents, service-impacting issues, and urgent service requests.

Reporting & Analytics

·        Generate daily, weekly, and monthly operational dashboards and reports.

·        Track and report KPIs including MTTR, SLA compliance, ticket volume, ticket age, and backlog metrics.

·        Perform trend analysis and root-cause reviews to identify recurring issues and systemic IT problems.

·        Provide operational insights and recommendations to leadership for service improvement.

Process Improvement & Quality Assurance

·        Conduct continuous audits for ticket data quality, categorization, prioritization, and assignment accuracy.

·        Review and refine automated SDP routing rules, workflows, and business rules.

·        Streamline service request categories, templates, and ticket fields to improve operational throughput.

·        Drive continuous improvement initiatives to increase efficiency, transparency, and customer satisfaction.

Required Qualifications

·        4+ years of experience in IT Service Management, Service Desk Operations, IT Support, or a related operational role.

·        Hands-on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, Remedy, or similar platforms.

·        Strong understanding of Incident Management, Service Request Fulfillment, SLA Management, Escalation Management, and Major Incident processes.

·        Experience developing operational reports, dashboards, and performance metrics.

·        Strong communication, coordination, stakeholder management, and problem-solving skills.

Preferred Qualifications

·        Experience supporting large enterprise, public sector, or government IT environments.

·        Experience with reporting and analytics tools such as Power BI, Excel dashboards, or similar tools.

·        Familiarity with queue governance, backlog remediation, service level reporting, and operational process improvement.