Queue Manager/ITSM Operations Analyst

Global Enterprise Services•Fort Meade, MD

About The Position

GES is seeking an experienced Queue Manager / ITSM Operations Analyst to support the Defense Enclave Services (DES) program at Fort Meade, Maryland. DES supports the Defense Information Systems Agency (DISA) in delivering and sustaining enterprise IT services across the Department of Defense Fourth Estate. The role is responsible for daily oversight, coordination, and performance management of incident and service request queues supporting DODNet operations. It ensures tickets are appropriately prioritized, assigned, tracked, and resolved in accordance with service level agreements (SLAs), contractual performance standards, and IT service management (ITSM) best practices. The position works across technical teams to promote accountability, identify operational bottlenecks, reduce ticket backlogs, and turn ticketing data into actionable improvements. The Queue Manager supports queue performance across operational teams, monitors SLA compliance and ticket quality, develops operational reporting and dashboards, coordinates with technical and Government stakeholders, and recommends improvements to workflows, routing, escalation, and service delivery. Success is measured by reductions in open and aging tickets, stronger SLA performance and ticket ownership, improved operational visibility, more efficient workload distribution, and sustainable queue management practices.

Requirements

Bachelor’s degree in information technology, Business Administration, Management, or a related discipline with 4+ years of relevant experience; or a high school diploma/GED with 8+ years of relevant experience.
Equivalent combinations of education, technical training, certifications, and professional experience may be considered, subject to contract labor category requirements.
Demonstrated experience managing IT incident, service request, or operational support queues within an enterprise IT environment.
Experience with ITSM processes, including Incident Management, Request Fulfillment, Escalation Management, and Service Level Management.
Experience using enterprise ticketing platforms such as ServiceNow, BMC Remedy, or comparable ITSM systems.
Demonstrated ability to analyze operational metrics, identify performance trends, and drive measurable service delivery improvements.
Experience coordinating work across multiple technical teams and functional organizations.
Strong organizational skills and ability to manage competing priorities in a high-volume operational environment.
Excellent written and verbal communication skills, including communicating operational performance and risks to leadership.
Proficiency with Microsoft Excel and other reporting and data analysis tools.

Nice To Haves

Experience supporting DISA, DODNet, Defense Enclave Services, or other large-scale Department of Defense IT environments.
ITIL 4 Foundation certification or demonstrated practical experience applying ITIL principles.
Experience supporting 24x7 enterprise IT operations or Network Operations Center (NOC) environments.
Experience with Power BI, advanced Excel reporting, or other dashboard and analytics platforms.
Familiarity with Government contractual performance measures, including SLAs, AQLs, and performance reporting.
Experience conducting ticket backlog analysis and implementing backlog reduction initiatives.
Knowledge of automated ticket routing, workflow optimization, and ITSM process automation.
Familiarity with problem management, root cause analysis, and continual service improvement.
Experience supporting operational performance improvement plans and customer-facing service delivery reviews.

Responsibilities

Provide daily oversight and management of incident and service request queues across User Support, Identity Management, and other supported service areas.
Monitor ticket volumes, priorities, aging, assignment status, and resolution progress.
Identify unassigned, misrouted, stalled, or aging tickets and coordinate corrective action with technical teams.
Ensure tickets are properly categorized, prioritized, assigned, and managed throughout their lifecycle.
Coordinate with technical leads and functional managers to balance workloads and address resource constraints.
Establish and maintain processes for ticket escalation, reassignment, and follow-up.
Identify recurring queue management issues and recommend operational efficiency improvements.
Monitor ticket performance against contractual SLAs, Acceptable Quality Levels (AQLs), and internal targets, and coordinate intervention for tickets approaching SLA thresholds.
Track and analyze ticket backlog trends, aging, resolution rates, reassignment frequency, and queue throughput.
Monitor ticket quality and process compliance, including assignment accuracy, status updates, documentation, and closure practices.
Work with team leadership to address systemic issues contributing to missed performance targets and support continuous improvement initiatives.
Develop and maintain daily, weekly, and monthly ticket performance reports and dashboards.
Analyze ticket creation and resolution trends and provide leadership with actionable reporting on queue health, operational risks, SLA performance, and workload trends.
Establish and maintain KPIs for queue management effectiveness.
Support program management reviews, customer briefings, performance improvement plans, and contractual reporting requirements.
Use ticketing data to identify process improvement, workflow automation, and resource utilization opportunities.
Coordinate queue performance across supported DOS teams and work with functional managers, technical leads, service desk personnel, and Government stakeholders to resolve workflow and ticket ownership issues.
Facilitate recurring queue reviews and follow-up discussions for aging and high-priority tickets.
Recommend enhancements to ITSM workflows, ticket routing, escalation procedures, and reporting processes.
Assist with developing and maintaining standard operating procedures and queue management processes.
Support operational improvement initiatives and sustainable practices to prevent recurring backlog issues.