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, identify trends, and support continuous improvement across incident, request, and problem management operations.

Job Duties: 

* Monitor and manage all incoming tickets in ServiceDesk Plus to ensure proper categorization, priority assignment, and routing.
 * Oversee queue performance, ensuring SLA compliance and balanced workload distribution across the service desk team.
 * Maintain operational dashboards and daily/weekly reporting to provide visibility into ticket volumes, aging, backlog, and team performance.
 * Partner with technical teams to escalate issues, drive timely resolution, and remove blockers.
 * Conduct quality checks on ticket documentation and resolution notes to ensure consistency and adherence to ITSM process standards.
 * Identify trends in incidents and requests, providing insights that inform problem management and continuous improvement initiatives.
 * Serve as the SME for queue configuration within ServiceDesk Plus, including workflows, automation rules, and categorization structures.
 * Support onboarding and training of service desk staff on ticket handling best practices and ITSM procedures.
 * Coordinate with leadership to adjust staffing, coverage, and priorities based on operational needs.
 * Contribute to the development and refinement of service desk processes, SOPs, and performance metrics.

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.

Required 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

Required Qualifications: 

Experience: 5-8+ Years in ITSM and Service Desk Operations

Preferred Qualifications & Skills: