IT Queue Manager II (JSF)

American Systems • Arlington, VA

5d • Remote

About The Position

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through strategic solutions in information technology, test and evaluation, program mission support, engineering and analysis, and training. The IT Queue Manager II supports the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to appropriate teams. The role serves as a senior point of contact for ticket follow-up, status validation, escalation, and customer communication to help meet SLA service delivery requirements.

The position monitors and manages the request queue, follows up on aging or stalled tickets, supports customer communications through email, Teams, or phone, and helps improve operational visibility and service delivery. It also reviews trends and workflow gaps and supports accurate reporting and documentation.

Requirements

• U.S. citizenship is required.
• Must have an active Secret clearance with the ability to obtain Top Secret clearance with SCI eligibility, or an active Top Secret clearance with SCI eligibility; subject to a federal background investigation.
• Must hold current CompTIA Security+ CE or another certification relevant to an 8570 environment.
• 5–8 years of experience in IT support, service desk, queue management, incident management, or IT operations.
• Experience with an IT ticket management system such as Helix (formerly BMC Remedy), ServiceNow, Zendesk, or a similar platform.
• Demonstrated experience managing high-volume queues, routing tickets, and following through on escalations.
• Experience communicating with customers and internal technical teams to drive resolution and service accountability.
• Strong communication, organization, and attention to detail.
• Ability to manage competing priorities and remain responsive in a fast-paced remote environment.
• Strong follow-through to keep tickets moving and prevent SLA misses.
• Comfort using ticket data to identify trends, escalate issues, and improve service delivery.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Information Systems Management is preferred; equivalent experience may be considered.
• An Associate’s degree in Applied Science may be considered equivalent to one year of experience.

Responsibilities

• Monitor incoming customer requests and ensure account and data transfer paperwork is processed, completed, and routed to the respective teams.
• Prioritize the queue, triage tickets, and escalate issues so work is assigned accurately and progresses without delay.
• Monitor ticket aging, identify stalled items, and follow up with assigned support teams and stakeholders to drive resolution.
• Contact teams assigned to tickets when updates are missing or the latest status has not been documented.
• Provide customer support through email, Teams, or phone, communicating status updates and helping prevent SLA service delivery failures.
• Review queue trends, recurring issues, and workflow gaps and recommend process improvements.
• Support reporting, documentation accuracy, and operational visibility for leadership and cross-functional teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed