ServiceNow Queue Manager
About The Position
The Digital Sector at Leidos is hiring a ServiceNow Queue Manager to support a customer's IT operations and service management requirements. This operational and administrative ITSM position oversees ServiceNow ticket queues, coordinates ticket assignments and resolutions, monitors SLA compliance, and ensures incidents and service requests are documented, tracked, and resolved within established timelines. It does not require ServiceNow development or programming. The role is the central coordination point among customer stakeholders, technical support teams, and program leadership. The Queue Manager monitors operational performance, identifies workflow bottlenecks, escalates unresolved issues, and reports on ticket status, SLA compliance, and service delivery performance. The position is 100% on-site at the customer site at the Intelligence Community Campus in Bethesda; remote work is not available. The candidate must meet DoD 8570.11 IAT Level II certification requirements, currently including Security+ CE, CCNA-Security, GSEC, or SSCP, along with an appropriate computing environment (CE) certification. An active TS/SCI clearance with polygraph is required, or an active TS/SCI clearance and willingness to obtain a polygraph. U.S. citizenship is required because of the government contracts supported.
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 coordination 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 DoD 8570.11 IAT Level II certification requirements: currently Security+ CE, CCNA-Security, GSEC, or SSCP, along with an appropriate 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.
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 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, ensuring tickets are assigned, prioritized, and processed appropriately.
- 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.
- 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.
- Generate and maintain operational reports and dashboards on 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 regular queue-performance, outstanding-issue, and service-delivery-risk updates to program management and customer stakeholders.
- Coordinate workload distribution and accountability with assignment groups.
- 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 action 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
