{"id":2551832,"url":"https://alion.io/job/american-systems-it-queue-manager-ii-jsf","title":"IT Queue Manager II (JSF)","company":{"id":1945647,"name":"American Systems","domain":"americansystems.com","url":"https://alion.io/company/american-systems","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Arlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":127000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1795},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-14T18:10:35Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T17:14:37Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nAMERICAN 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.\nResponsibilities\nAn 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:\nActively monitor incoming customer requests and ensure account and data transfer paperwork is processed, completed, and routed to the respective teams.\nOwn queue prioritization, ticket triage, and escalation to ensure work is assigned accurately and moved forward without delay.\nMonitor ticket aging, identify stalled items, and drive resolution by following up with assigned support teams and stakeholders.\nContact teams assigned to tickets when updates are missing or when latest status has not been documented.\nProvide customer support via email, Teams, or phone to communicate status updates and help prevent SLA Service Delivery failures.\nReview queue trends, recurring issues, and workflow gaps to recommend process improvements.\nSupport reporting, documentation accuracy, and operational visibility for leadership and cross-functional teams.\nQualifications\nAs a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C).\nMust 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.\nBachelor’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.\nMust hold current CompTIA Security + CE or other 8570 environment relevant certification.\n5-8 years of experience in IT support, service desk, queue management, incident management, or IT operations.\nExperience with an IT ticket management system such as Helix (formerly BMC Remedy), ServiceNow, Zendesk, or similar platforms.\nDemonstrated experience managing high-volume queues, routing tickets, and following through on escalations.\nExperience communicating with customers and internal technical teams to drive resolution and service accountability.\nStrong communication, organization, and attention to detail.\nAbility to manage competing priorities and remain responsive in a fast-paced remote environment.\nStrong follow-through to keep tickets moving and prevent SLA misses.\nComfort using ticket data to identify trends, escalate issues, and improve service delivery.\nEEO Statement\nEEO Race/Sex/Disability Status/Veteran Status","description_format":"text","description_chars":3165,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","IT Consulting & Digital Transformation","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-14T18:10:35Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/american-systems-it-queue-manager-ii-jsf","json_url":"https://alion.io/job/american-systems-it-queue-manager-ii-jsf.json","meta":{"generated_at":"2026-10-15T18:06:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27469,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1945647},"rest":"https://alion.io/mcp/rest/get_company?id=1945647"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famerican-systems-it-queue-manager-ii-jsf"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famerican-systems-it-queue-manager-ii-jsf"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famerican-systems-it-queue-manager-ii-jsf"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/american-systems-it-queue-manager-ii-jsf\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famerican-systems-it-queue-manager-ii-jsf"}]}