ServiceNow Queue Manager

Leidos•Bethesda, MD

15h•Onsite

About The Position

The ServiceNow Queue Manager supports the customer's IT operations and service management requirements by overseeing ServiceNow ticket queues, coordinating ticket assignments and resolutions, monitoring SLA compliance, and ensuring timely processing of incidents and service requests. The role acts as a central point of coordination among customer stakeholders, technical support teams, and program leadership. It monitors operational performance, identifies workflow bottlenecks, escalates unresolved issues, and reports on ticket status, SLA compliance, and service delivery performance. This is an operational and administrative ITSM position; it does not involve ServiceNow development or programming. The position is 100% on-site at the customer's Intelligence Community Campus in Bethesda, with no remote work.

Requirements

Professional experience supporting IT operations, service desk operations, incident management, service request fulfillment, or ITSM environments.
Experience using ServiceNow or a comparable ITSM platform to manage incidents, service requests, assignment groups, and ticket workflows.
Demonstrated experience monitoring ticket queues, managing backlogs, and coordinating assignments and resolutions across multiple technical support teams.
Working knowledge of SLAs, ticket prioritization, escalation procedures, and service delivery performance metrics.
Experience generating operational reports, tracking KPIs, and providing ticket status and SLA compliance updates to management.
Experience coordinating incident resolution and service request fulfillment across multiple technical teams.
Ability to identify workflow inefficiencies, coordinate issue resolution, and recommend operational process improvements.
Strong organizational and time management skills, including the ability to manage competing priorities in a fast-paced operational environment.
Excellent written and verbal communication skills for coordinating with technical personnel, management, and customer stakeholders.
Experience using Microsoft Office applications, particularly Excel, for reporting, data analysis, and operational tracking.
Ability to work independently, maintain attention to detail, and ensure accountability for assigned responsibilities.
Must be available to work on site; remote work is not available.
Must meet at least DoD 8570.11 IAT Level II certification requirements: Security+ CE, CCNA-Security, GSEC, or SSCP, along with an appropriate computing environment (CE) certification.
Bachelor's degree and 4 years of relevant experience; additional years of experience may be considered in lieu of a degree.
Active TS/SCI clearance with Polygraph, or active TS/SCI clearance and willingness to obtain a Polygraph.
U.S. citizenship is required due to the nature of the government contracts supported.

Nice To Haves

Experience supporting IT operations and maintenance contracts in DoD, Intelligence Community, or other federal government environments.
ITIL Foundation certification or demonstrated knowledge of ITIL incident management, request fulfillment, problem management, and service management best practices.
Experience with ServiceNow ITSM modules, including Incident Management and Request Management.
Familiarity with ServiceNow reporting tools, dashboards, assignment groups, and workflow administration from an operational user perspective.
Experience managing high-volume ticket queues and coordinating incident escalations across multiple technical support teams.
Experience developing and maintaining SOPs, operational metrics, and process documentation.
Demonstrated ability to identify service delivery trends, improve queue performance, and reduce ticket resolution times.
Previous experience coordinating multiple technical support teams in a large enterprise IT environment.
Familiarity with government IT operational reporting, customer service requirements, and contractual SLA performance expectations.
Experience supporting operational performance reviews and providing ticket management metrics to program leadership.

Responsibilities

Monitor and manage ServiceNow incident and service request queues to ensure tickets are properly assigned, prioritized, and processed.
Review incoming tickets for completeness, accuracy, categorization, priority, and assignment to responsible support teams.
Track tickets throughout the service management lifecycle, ensuring timely updates, appropriate documentation, and resolution within established SLAs.
Monitor ticket aging, backlog trends, overdue assignments, and potential SLA violations, and coordinate corrective actions with responsible teams.
Identify and escalate unresolved incidents, service requests, and workflow bottlenecks to technical leads, management, or program leadership.
Coordinate with technical support teams, service desk personnel, and customer representatives to facilitate incident resolution and service request fulfillment.
Monitor high-priority incidents and coordinate timely response, escalation, and resolution with technical teams.
Generate and maintain operational reports and dashboards covering ticket volumes, backlog, ticket aging, SLA compliance, resolution performance, and outstanding service requests.
Analyze ticket trends and recurring service delivery issues to identify workflow optimization and operational efficiency opportunities.
Provide program management and customer stakeholders with status updates on queue performance, outstanding issues, and service delivery risks.
Coordinate with assignment groups to support workload distribution and accountability for assigned tickets.
Conduct periodic ticket quality reviews for compliance with documentation standards, workflow requirements, and closure procedures.
Identify inactive tickets or tickets lacking timely updates and coordinate appropriate follow-up with assigned personnel.
Develop, maintain, and update SOPs, queue management processes, escalation procedures, and operational documentation.
Support training and guidance for ServiceNow users and technical personnel on ticket handling, documentation, and workflow expectations.
Participate in operational meetings, service reviews, and process improvement initiatives.
Ensure adherence to ITSM processes, organizational policies, contractual requirements, and customer service standards.
Support continuous improvement initiatives to reduce backlog, improve SLA performance, and streamline service request fulfillment.