IT Queue Manager II (JSF)

Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities

An Average DAy: As the IT Queue Manager Level II you will support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork to the appropriate teams. You will also serve as a senior point of contact for ticket follow-up, status validation, escalation, and customer communication to help ensure SLA Service Delivery requirements are met. Additionally, in this position you will:

• Actively monitor incoming customer requests and ensure account and data transfer paperwork is processed, completed, and routed to the respective teams.
• Own queue prioritization, ticket triage, and escalation to ensure work is assigned accurately and moved forward without delay.
• Monitor ticket aging, identify stalled items, and drive resolution by following up with assigned support teams and stakeholders.
• Contact teams assigned to tickets when updates are missing or when latest status has not been documented.
• Provide customer support via email, Teams, or phone to communicate status updates and help prevent SLA Service Delivery failures.
• Review queue trends, recurring issues, and workflow gaps to recommend process improvements.
• Support reporting, documentation accuracy, and operational visibility for leadership and cross-functional teams.

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C).
• Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility; Will be subject to a federal background investigation.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered, a bachelor’s degree counting as 3 years of experience; Associate’s degree in Applied Science may be considered equivalent to 1 year of experience.
• Must hold current CompTIA Security + CE or other 8570 environment relevant certification.
• 5-8 years of experience in IT support, service desk, queue management, incident management, or IT operations.
• Experience with an IT ticket management system such as Helix (formerly BMC Remedy), ServiceNow, Zendesk, or similar platforms.
• Demonstrated experience managing high-volume queues, routing tickets, and following through on escalations.
• Experience communicating with customers and internal technical teams to drive resolution and service accountability.
• Strong communication, organization, and attention to detail.
• Ability to manage competing priorities and remain responsive in a fast-paced remote environment.
• Strong follow-through to keep tickets moving and prevent SLA misses.
• Comfort using ticket data to identify trends, escalate issues, and improve service delivery.

EEO Statement