Queue Manager

IAP World Services • McLean, VA

4d

About The Position

The Queue Manager supports mission operations by overseeing and maintaining the integrity of the ticketing queue. This role ensures that incoming service requests and tasking are properly categorized, routed, and tracked to the appropriate teams. The Queue Manager also provides reporting and metrics that support operational oversight, program management reviews (PMRs), and decision-making across stakeholders.

Requirements

• High School Diploma or equivalent
• Experience working with ticket management or service desk systems
• Strong organizational and analytical skills with attention to detail.
• Experience in creating operational reports, dashboards, or metrics.
• Ability to coordinate across multiple teams and stakeholders.
• Proficiency with Microsoft Office tools, particularly Excel and PowerPoint, for reporting and metrics development.
• Top Secret SCI W/ CI Poly

Responsibilities

• Monitor and manage incoming tickets within the ticketing system.
• Review newly submitted tickets to ensure they are assigned to the correct group or functional team.
• Reassign or correct ticket routing as necessary to ensure requests reach the appropriate personnel.
• Maintain visibility of open tickets and track their progress through completion.
• Generate and distribute a weekly report of open tickets to ticket originators, requesting closure confirmation when work has been completed.
• Develop and maintain monthly metrics reports summarizing ticket activity, resolution status, and operational trends.
• Provide data and reporting products to support monthly Program Management Reviews (PMRs).
• Collaborate with Government Points of Contact (GPOCs) and operational teams to ensure accurate ticket handling and reporting.
• Produce ad hoc reports as requested to support mission operations, leadership inquiries, or performance tracking.
• Identify trends or inefficiencies within the ticket queue and recommend improvements to ticket management processes.
• Support standardization of ticket routing, tracking, and reporting procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED