Queue Manager/ITSM Operations Analyst

GES is seeking an experienced Queue Manager / ITSM Operations Analyst to support the Defense Enclave Services (DES) program at Fort Meade, Maryland. The DES program supports the Defense Information Systems Agency (DISA) in delivering and sustaining enterprise IT services across the Department of Defense Fourth Estate. 
 
The Queue Manager will be responsible for the daily oversight, coordination, and performance management of incident and service request queues supporting DODNet operations. This role is critical to ensure tickets are appropriately prioritized, assigned, tracked, and resolved in accordance with established service level agreements (SLAs), contractual performance standards, and IT service management (ITSM) best practices. 
 
The successful candidate will bring strong analytical, organizational, and communication skills, along with a proactive approach to identifying operational bottlenecks, reducing ticket backlogs, and improving service delivery. 
 
This position requires someone who can work across multiple technical teams, drive accountability, and translate ticketing data into actionable operational improvements. 
 
Primary Responsibilities 
 
Incident and Service Request Queue Management 
 
Provide daily oversight and management of incident and service request queues across operational teams, including User Support, Identity Management, and other supported service areas. 
 
Monitor ticket volumes, priorities, aging, assignment status, and resolution progress to ensure timely action. 
 
Identify unassigned, misrouted, stalled, or aging tickets and coordinate corrective action with the appropriate technical teams. 
 
Ensure incidents and service requests are properly categorized, prioritized, assigned, and managed throughout their lifecycle. 
 
Coordinate with technical leads and functional managers to balance workloads and address resource constraints affecting ticket resolution. 
 
Establish and maintain effective processes for ticket escalation, reassignment, and follow-up. 
 
Identify recurring queue management issues and recommend improvements to increase operational efficiency. 
 
Performance Monitoring and SLA Compliance 
 
Monitor ticket performance against contractual SLAs, Acceptable Quality Levels (AQLs), and internal operational targets. 
 
Proactively identify tickets approaching SLA thresholds and coordinate intervention to prevent avoidable breaches. 
 
Track and analyze ticket backlog trends, including aging tickets, resolution rates, reassignment frequency, and queue throughput. 
 
Monitor ticket quality and process compliance, including assignment accuracy, status updates, documentation, and closure practices. 
 
Identify systemic issues contributing to missed performance targets and work with team leadership to implement corrective actions. 
 
Support continuous improvement initiatives focused on reducing ticket aging, improving first-time assignment accuracy, and accelerating resolution. 
 
Reporting and Operational Analytics 
 
Develop and maintain daily, weekly, and monthly ticket performance reports and dashboards. 
 
Analyze ticket creation versus resolution trends to assess backlog growth or reduction. 
 
Provide leadership with actionable reporting on queue health, operational risks, SLA performance, and emerging workload trends. 
 
Establish and maintain meaningful key performance indicators (KPIs) to measure queue management effectiveness. 
 
Support program management reviews, customer briefings, performance improvement plans, and contractual reporting requirements. 
 
Use ticketing data to identify opportunities for process improvements, workflow automation, and more effective resource utilization. 
 
 
Operational Coordination and Continuous Improvement 
 
Serve as the central coordination point for incident and service request queue performance across supported DOS teams. 
 
Work closely with functional managers, technical leads, service desk personnel, and Government stakeholders to resolve workflow and ticket ownership issues. 
 
Facilitate recurring queue reviews and follow-up discussions to ensure accountability for aging and high-priority tickets. 
 
Identify process inefficiencies, recurring ticket trends, and opportunities to improve service delivery. 
 
Recommend enhancements to ITSM workflows, ticket routing, escalation procedures, and reporting processes. 
 
Assist with developing and maintaining standard operating procedures (SOPs) and queue management processes. 
 
Support operational improvement initiatives and help establish sustainable practices that prevent recurring backlog issues. 
 
What Success Looks Like:
 
The Queue Manager will play a critical role in improving the consistency, responsiveness, and transparency of DOS service delivery. Success in this role will be demonstrated by: 
 
Reduced Ticket Backlog: Sustained reductions in open and aging incidents and service requests. 
 
Improved SLA Performance: Proactive management of tickets to minimize avoidable SLA breaches. 
 
Increased Queue Accountability: Clear ticket ownership, timely assignment, and effective escalation across functional teams. 
 
Improved Operational Visibility: Accurate, actionable reporting that enables leadership to identify and resolve performance challenges. 
 
More Efficient Service Delivery: Better workload distribution, reduced ticket stagnation, and improvements in overall queue throughput. 
 
Sustainable Process Improvements: Standardized queue management practices that prevent recurring operational issues and support long-term performance.,

Required Qualifications

Bachelor’s degree in information technology, Business Administration, Management, or a related discipline with 4+ years of relevant experience; or a high school diploma/GED with 8+ years of relevant experience. Equivalent combinations of education, technical training, certifications, and professional experience may be considered, subject to contract labor category requirements. 
 
Demonstrated experience managing IT incident, service request, or operational support queues within an enterprise IT environment. 
 
Experience working with ITSM processes, including Incident Management, Request Fulfillment, Escalation Management, and Service Level Management. 
 
Experience using enterprise ticketing platforms such as ServiceNow, BMC Remedy, or comparable ITSM systems. 
 
Demonstrated ability to analyze operational metrics, identify performance trends, and drive measurable service delivery improvements. 
 
Experience coordinating work across multiple technical teams and functional organizations. 
 
Strong organizational skills with the ability to manage competing priorities in a high-volume operational environment. 
 
Excellent written and verbal communication skills, including the ability to communicate operational performance and risks to leadership. 
 
Proficiency with Microsoft Excel and other reporting and data analysis tools.

Desired Qualifications

Experience supporting DISA, DODNet, Defense Enclave Services, or other large-scale Department of Defense IT environments. 
 
ITIL 4 Foundation certification or demonstrated practical experience applying ITIL principles. 
 
Experience supporting 24x7 enterprise IT operations or Network Operations Center (NOC) environments. 
 
Experience with Power BI, advanced Excel reporting, or other dashboard and analytics platforms. 
 
Familiarity with Government contractual performance measures, including SLAs, AQLs, and performance reporting. 
 
Experience conducting ticket backlog analysis and implementing backlog reduction initiatives. 
 
Knowledge of automated ticket routing, workflow optimization, and ITSM process automation. 
 
Familiarity with problem management, root cause analysis, and continual service improvement. 
 
Experience supporting operational performance improvement plans and customer-facing service delivery reviews.