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Added 1 min ago
Merchandising Assistant Manager
Dollar Tree Stores INC
Sioux Falls, SD
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree Stores INC
Sioux Falls, SD
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Store Manager - Bench
Dollar Tree Stores INC
Levittown, NY
…exceptional customer service make you the right person for our Store Manager in Training position. Join our team today and let’s create a welcoming and positive environment for customers…
Added 1 min ago
Assistant Manager I
Dollar Tree Stores INC
Gates, NY
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Store Manager
Dollar Tree Stores INC
Saint Charles, MO
…exceptional customer service make you the right person for our Store Manager in Training position. Join our team today and let’s create a welcoming and positive environment for customers…
Added 1 min ago
Store Manager
Dollar Tree Stores INC
Detroit, MI
…exceptional customer service make you the right person for our Store Manager in Training position. Join our team today and let’s create a welcoming and positive environment for customers…
Added 1 min ago
Store Manager
Dollar Tree Stores INC
Torrington, CT
…exceptional customer service make you the right person for our Store Manager in Training position. Join our team today and let’s create a welcoming and positive environment for customers…
Added 12 mins ago
FR
Middle School Special Education Teacher (Grade 5)
Foxborough Regional Charter School
Foxborough, MA
- $51,000 to $90,950 USD / year
The Special Education Teacher provides an appropriate educational program for middle school students with special needs. This teacher may act as a case manager for a group of students,…
Added 12 mins ago
FR
Long Term Special Education Teacher (Grade 5)
Foxborough Regional Charter School
Foxborough, MA
- $115 to $200 USD / day
The Special Education Teacher provides an appropriate educational program for middle school students with special needs. This teacher may act as a case manager for a group of students,…
Added 24 mins ago
A
Assembler Entry Level- Pay 18$/hr
Aerotek
Florence, KY
- $18 to $20.7 USD / hour
Work under the direct, close supervision of a Manufacturing Supervisor, Line Manager, or other assigned management personnel.
Added 38 mins ago
SO
PROGRAM MANAGER II
State of Maryland
MD
- $87,253 to $137,603 USD / year
Advises directors, managers, and supervisors on labor contract interpretation and the resolution of labor contract disputes, seeking advisement from the Executive Director of Labor…
Added 54 mins ago
J
Sr. Business Development Manager, Combatant Commands & Department of War
Jobgether
Remote, United States
- $150,000 to $185,000 USD / year
…steps. Our partner is looking for a Sr. Business Development Manager, Combatant Commands & Department of War based in the United…
Added 57 mins ago
Physical Security Systems Analyst II
ULSA University of Louisville
United States
…physical security needs as outlined by the Physical Security Manager. This position serves as a subject matter expert as it relates to physical security, and is primarily responsible for…
Added 57 mins ago
Manager, Student Housing (Quality Assurance and Summer Operations)
ULSA University of Louisville
United States
…(UHRE) in the Division of Student Affairs is seeking to hire a Manager, Student Housing (Quality Assurance and Summer Operations). The Manager leads the Department of University Housing and…
Added 57 mins ago
Department Coordinator IV (Program Coordinator, LLCs/TCs)
ULSA University of Louisville
United States
…Student Affairs is seeking to hire a Department Coordinator IV (Program Coordinator, LLCs/TCs). The Department Coordinator serves as a member of the Resident Experience team, leading…
Added 1 hour ago
MS
Restaurant Shift Supervisor
MOD Super Fast Pizza, LLC
Allentown, PA
- $14.75 USD / hour
…during scheduled shifts and support training for all new hires, program rollouts, and standards in your restaurant. At times, you will be the most senior squad member working the shift, and…
Added 1 hour ago
Capital Projects Technical Senior Manager - PMIS
Deloitte US
Chicago, IL · Dallas, TX · Fort Worth, TX · McLean, VA
As a Senior Manager (Implementation Lead) within our practice, your responsibilities will include:
Added 1 hour ago
TF
Recruiting Coordinator
Trilogy Financial
Irvine, CA
- $28 to $33 USD / hour
Collaborates with the hiring manager and/or other human resource staff during the offer process, identifying and recommending salary ranges, incentives, start dates, and other pertinent…
Added 1 hour ago
Respiratory Therapist
Rotech Healthcare Inc.
CORBIN, KY
Supports orientation and training of other personnel at the direction of the Area Manager
Added 1 hour ago
CH
Case Manager, Housing Stability & Eviction Prevention
City Heights Community Development Corporation
San Diego, CA
- $26 to $29 USD / hour
Ensure services and documentation comply with applicable funding and contract requirements, organizational policies, confidentiality standards, and established program procedures.
Added 1 hour ago
CH
Senior Program Manager, Housing Stability & Eviction Prevention
City Heights Community Development Corporation
San Diego, CA
- $75,000 to $85,000 USD / year
This position is responsible for overseeing daily program operations, supervising and supporting staff, managing caseloads and service delivery, and ensuring compliance with County contract…
Added 1 hour ago
VI
Government Supply Manager
Viasat, Inc.
Carlsbad, CA
- $123,000 to $184,000 USD / year
We are looking for a highly driven Government Supply Manager to help manage and scale the procurement of fully assembled, finished electronic products with contract manufacturers. The…
Added 1 hour ago
Merchandising Assistant Manager
Dollar Tree
Sioux Falls, SD
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 hour ago
Assistant Manager I
Dollar Tree
Sioux Falls, SD
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 hour ago
Sr. Manager, Government Contracts & Compliance Counsel
Synopsys
Exton, PA
The Ansys Government Initiatives, LLC (AGI) Sr. Manager, Government Contracts & Compliance Counsel will report to the AGI General Counsel with dotted line reporting to the AGI Sr. Director,…

Global Enterprise Services, LLC

Queue Manager/ITSM Operations Analyst

Fort Meade, MD, United States

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Job details

Posting language: English

Original job description

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.

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