IT Service Desk Queue Manager with Security Clearance
Summary
Oversee daily IT service desk operations, triage tickets, enforce SLAs, and generate reports to ensure high-quality end-user support within ServiceDesk Plus ITSM.
Job Summary: The IT Service Desk Queue Manager is responsible for overseeing the daily performance, workflow, and quality of the IT Service Desk within the ServiceDesk Plus ITSM platform. This role ensures timely ticket triage, assignment, and resolution; drives adherence to SLAs; maintains operational visibility through reporting; and enables a consistent, high-quality support experience for end users. The Queue Manager works closely with IT leadership and technical teams to optimize processes…