IT Service Desk Queue Specialist

This role operates within a large-scale Service Desk environment, responsible for governing ITSM ticket queue health, ensuring SLA compliance, and supporting ITIL-aligned incident and request processes. You will serve as an escalation point for queue operations and provide KPI-driven reporting to support service improvement decisions.

Queue Management and ITSM Governance

• Monitor, manage, and govern Incident, Service Request, and Task queues within the ManageEngine ServiceDesk Plus ITSM platform.
• Ensure tickets are properly categorized, prioritized, assigned, and routed according to defined support processes and service workflows.
• Validate ticket quality by confirming accurate documentation, work notes, resolution details, categorization, and closure codes.
• Administer queue configurations including assignment groups, business rules, categories, templates, workflows, and notification settings in ServiceDesk Plus.

SLA Compliance, Escalations, and Workflow Oversight

• Proactively monitor queue health to identify aging tickets, backlog risks, unresolved incidents, and potential SLA breaches.
• Conduct regular queue reviews and drive timely progression through all stages of the incident and request lifecycles.
• Balance workload across Service Desk analysts and support teams to support optimal resource utilization.
• Track and act on SLA compliance across all service desk queues and service categories, including proactive escalations and workload balancing to prevent SLA breaches.
• Serve as the primary operational escalation point for ticket queue management issues.
• Ensure escalations follow established ITIL Incident Management and Major Incident Management procedures.

Operational Reporting and KPI Tracking

• Analyze operational metrics and service trends to identify improvement opportunities.
• Track and report KPIs including: First Contact Resolution (FCR), Mean Time to Respond (MTTR), Mean Time to Resolve, SLA Compliance, Ticket Aging, Backlog Volumes, Reopened Tickets, Escalation Rates, and Queue Throughput.
• Generate and distribute daily, weekly, and monthly operational reports and dashboards.
• Support management reviews with detailed reporting and service insights.

Incident Collaboration, Major Incident Support, and RCA

• Coordinate ticket resolution activities across Service Desk Teams, Infrastructure Support, Network Operations, Cybersecurity Teams, Application Support Groups, and Vendor Management Teams.
• Expedite resolution of Priority 1 (P1) and Priority 2 (P2) incidents and business-critical requests.
• Facilitate stakeholder communications during major incidents and service disruptions.
• Participate in bridge calls and incident reviews for high-severity incidents.
• Support Root Cause Analysis (RCA) activities and service restoration efforts.

ITIL Process Compliance, Audits, and Continuous Improvement

• Ensure compliance with organizational ticket management standards, governance controls, and audit requirements.
• Contribute to Continuous Service Improvement (CSI) programs and operational transformation initiatives.
• Support Incident, Request, Problem, Knowledge, and Change Management processes.
• Maintain documentation including standard operating procedures, workflow guides, and operational runbooks.
• Participate in process audits, reviews, and compliance assessments.
• Develop operational dashboards and executive reports using Excel, Power BI, and ServiceDesk Plus reporting capabilities.

Technology and Platform Responsibilities

• Monitor and optimize ticket routing logic and workflow automation capabilities.
• Support ITSM platform enhancements, process improvements, and automation initiatives.
• Collaborate with ITSM administrators and platform owners to improve SLA Policies, Queue Structures, Workflow Automation, Reporting Frameworks, and Ticket Classification Models.
• Leverage ServiceDesk Plus dashboards and analytics to improve operational visibility and service performance.
• Assist in testing and deployment of new ServiceDesk Plus enhancements and upgrades.

Required Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.
• 5-8+ years of experience supporting enterprise Service Desk and ITSM operations.
• Minimum 3+ years hands-on experience managing ticket queues in ManageEngine ServiceDesk Plus or a similar ITSM platform.
• Strong understanding of ITIL service management processes and operational governance.
• Experience working in managed services, outsourcing, public-sector, or large enterprise environments.
• Demonstrated experience managing SLA-driven support operations.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Excellent written, verbal, and stakeholder communication skills.

Preferred Skills

• Experience supporting public-sector or government clients.
• Experience in large-scale managed services environments supporting 5,000+ users.
• Exposure to service automation and workflow orchestration initiatives.
• Knowledge of ServiceNow, Jira Service Management, or other ITSM platforms.
• Familiarity with PowerShell, scripting, or automation tools.
• Experience with KPI reporting and executive-level dashboard development.

Tools and Technologies

• ManageEngine ServiceDesk Plus
• Excel
• Power BI
• ITIL
• ServiceNow
• Jira Service Management
• PowerShell

Location and Work Model

• Hybrid role in Des Moines, IA, USA.
• Working arrangement requires 3 days per week at the client site in Des Moines, IA, USA.
• Working arrangements are accurate as of the date of posting and may change based on project and business/client requirements.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan