IT Queue Manager II – JSF

AMERICAN SYSTEMS

. Monitor incoming customer requests and ensure account and data transfer paperwork is processed, completed, and routed to the appropriate teams .

Posted 10/14/2026full-timeArlington • Virginia • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support and service desk operations, with a strong focus on ticket management, customer communication, and process improvement. Holds relevant certifications and possesses the ability to manage high-volume queues while ensuring compliance with service level agreements.

Highest-signal resume keywords

IT Support ExperienceTicket Management SystemsCompTIA Security+ CE CertificationQueue ManagementStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportIncident ManagementQueue ManagementTicket TriageProcess ImprovementData AnalysisDocumentation AccuracyOperational VisibilityService AccountabilitySLA Management

Soft Skills

Strong CommunicationOrganizationAttention to DetailResponsivenessFollow-Through

Tools & Technologies

HelixServiceNowZendeskMicrosoft TeamsEmail Communication

Certifications & Qualifications

CompTIA Security+ CE8570 Environment-Relevant Certification

Industry Keywords

Customer SupportFederal Background InvestigationU.S. CitizenshipTop Secret ClearanceSCI Eligibility

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Monitor incoming customer requests and ensure account and data transfer paperwork is processed, completed, and routed to the appropriate teams
Own queue prioritization, ticket triage, and escalation
Monitor ticket aging, identify stalled items, and drive resolution through follow-up with support teams and stakeholders
Contact assigned teams when ticket updates are missing or status has not been documented
Provide customer support via email, Teams, or phone
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

Requirements

What you’ll need

U.S. Citizenship required
Active Secret clearance with ability to obtain Top Secret with SCI eligibility, or active Top Secret with SCI eligibility
Subject to a federal background investigation
Current CompTIA Security+ CE or other 8570 environment-relevant certification required
5–8 years of experience in IT support, service desk, queue management, incident management, or IT operations
Experience with IT ticket management systems 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
Bachelor's degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered
Associate's degree in Applied Science may be considered equivalent to 1 year of experience

Benefits

Comp & perks

Employee-owned company
EEO protections for race, sex, disability, and veteran status