IT Service Desk Queue Manager

TerraPower•Bellevue, WA

54d

About The Position

TerraPower is seeking a detail-oriented and analytical Service Desk Queue Manager to coordinate and balance the day-to-day ticket workload for a high-performing IT Service Desk supporting approximately 1,500 staff across onsite and remote environments. The organization operates within a complex regulatory and compliance framework and is experiencing significant growth which is expected to continue. The Queue Manager plays a critical role in ensuring that all IT service requests are prioritized and assigned efficiently in alignment with enterprise priorities, project timelines, and regulatory requirements. This role demands exceptional reading comprehension, contextual reasoning, and the ability to interpret requests with limited data while maintaining situational awareness of high-impact work. The ideal candidate is a disciplined operations professional with a strong sense of judgment and situational awareness. They are able to quickly interpret the context behind service requests, make informed prioritization decisions, and ensure the right work is routed to the right teams-keeping the organization efficient, compliant, and aligned with mission-critical objectives.

Requirements

Bachelor's degree in information technology, Computer Science, or a related field.
3+ years of experience in IT Service Desk operations, queue management, or support coordination.
ITIL certification v3 or v4.
Demonstrated ability to interpret and prioritize requests within a complex and compliance-bound IT environment.
Proficiency with ITSM platforms such as Jira Service Management, ServiceNow, etc.
Proven analytical skills and experience using metrics and reports to guide operational decisions.
Strong written and verbal communication skills, with attention to clarity, accuracy, and context.
Ability to adapt to a fast-paced environment supporting multiple concurrent projects and business priorities.
Current with industry trends and emerging technologies

Nice To Haves

Experience in regulated industries (e.g., nuclear, energy, aerospace, or federal contracting).
Understanding of ITIL service management best practices.
Experience supporting teams operating under NQA-1 or similar quality frameworks.

Responsibilities

Manage and prioritize the IT service desk queue, ensuring efficient triage, categorization, and assignment of tickets covering hardware, software, HPC (High Performance Computing), and information security support.
Assess and interpret complex or incomplete requests, applying strong analytical and reading comprehension skills to determine intent and assign appropriately.
Balance competing priorities across compliance-driven operational work, project deadlines, and end-user support needs, ensuring alignment with enterprise objectives.
Monitor key performance indicators (KPIs) including ticket volume, aging, SLA adherence, and team workload distribution; rebalance queues dynamically to maintain responsiveness.
Collaborate with Service Desk leadership to ensure that ticket management practices support audit readiness, documentation quality, and compliance with internal procedures (e.g., NQA-1, ISO, or other applicable standards).
Work closely with project managers and technical leads to forecast and allocate support resources for time-sensitive initiatives.
Ensure consistent communication across IT, management, and other support organizations to provide transparency on queue status, trends, and bottlenecks.
Maintain queue hygiene by enforcing standards for ticket categorization, prioritization, and closure documentation.
Support escalation management, ensuring critical or compliance-sensitive issues are promptly routed and tracked to resolution.
Generate and interpret reports on queue performance, identifying areas for process improvement and communicating trends to leadership.