U.S. Citizenship required due to federal regulations.
Active Secret clearance with ability to obtain Top Secret with SCI eligibility.
Bachelor's degree in Computer Science, IT, Business Administration, or related field preferred; equivalent experience considered.
Current CompTIA Security + CE or relevant certification required.
5-8 years of experience in IT support, service desk, or queue management.
Familiarity with IT ticket management systems like Helix, ServiceNow, or Zendesk.
Proven ability to manage high-volume queues and escalate issues effectively.
Responsibilities
Monitor and process incoming customer requests and paperwork.
Prioritize and triage tickets to ensure timely assignment and resolution.
Identify and drive resolution for stalled tickets by following up with teams.
Communicate with teams to obtain updates and document ticket statuses.
Provide customer support through various channels to prevent SLA failures.
Analyze queue trends and recommend process improvements.
Support reporting and documentation for operational visibility.
Benefits
Opportunity to work in a fast-paced, remote environment.
Engagement with cross-functional teams for enhanced collaboration.
Potential for professional growth and development in IT operations.
Full Job Description
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 havean active Secretclearancewith the ability to obtain aTop Secret with SCI eligibility or have an active Top Secret with SCI eligibility; Will be subject to a federal background investigation.
Bachelor27s degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered, a bachelor27s degree counting as 3 years of experience; Associate27s 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.
538 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.
About AMERICAN SYSTEMS
AMERICAN SYSTEMS is a government IT solutions provider. The Company provides solutions in national security, healthcare, and public sector markets. Its services include acquisition and lifecycle support, enterprise IT, healthcare IT, intelligence analysis, and training and simulation. The Company's customers include the Department of Defense, Department of State, Department of Justice, and Department of Homeland Security. AMERICAN SYSTEMS was founded in 1975 and is headquartered in Chantilly, Virginia.
