Job Summary:
The Ticket Queue Manager is responsible for overseeing the flow, prioritization, and timely resolution of support tickets across all technical support channels. This role ensures efficient workload distribution, adherence to service level agreements (SLAs), and continuous improvement in customer satisfaction and team performance. The Ticket Queue Manager acts as the gatekeeper for the ticketing system, ensuring that issues are categorized, assigned, escalated, and resolved according to defined ITSM processes.
Key Responsibilities:
- Monitor and manage the daily queue of incoming IT support tickets to ensure SLAs and response time targets are met.
- Monitor ticket dashboard and ensure that tickets are resolved within agreed-upon SLAs and take corrective actions when SLAs are at risk.
- Track aging tickets and proactively drive follow-ups, escalations, or reassignments as needed.
- Collaborate with technical teams and management to resolve high-priority or aging incidents.
- Perform daily, weekly, and monthly ticket audits to ensure quality, consistency, and process compliance.
- Communicate trends or recurring issues to leadership to aid in root cause analysis and problem management.
- Generate reports on ticket volumes, response times, resolution rates, and other key metrics.
- Serve as a point of contact during major incident triage for ticket coordination and updates.
- Coordinate with other support teams, technical resources, and stakeholders to ensure timely resolution of tickets and maintain customer satisfaction.
Prepare regular reports on incident, change, and problem tickets, including analysis of trends, performance, and areas for improvement
Requirements
Qualifications:
- 5+ years of experience in a service desk, IT support, or IT operations environment.
- Strong familiarity with ITSM tools (e.g., ConnectWise)
- Working knowledge of ITIL processes, especially Incident, Request, and Problem Management.
- Knowledge of IT infrastructure, software, and hardware.
- Ability to analyze data, identify trends, and recommend process improvements.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team in a fast-paced environment
- Experience in workload management, reporting, and SLA governance.
- Excellent communication, coordination, and conflict-resolution skills.
- Analytical mindset with attention to detail and a sense of urgency.
- ITIL Foundation certification preferred.
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