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IT Service Desk Queue Specialist

Cognizant Des Moines, IA

Des Moines, IA

Today

Full time Business Analytics Business Intelligence Computer Skills

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Job Description

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

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