Find work in the United States.

A simpler way to find your next job.

Jobs in the United States

25+ jobs

Save this search

Added 1 min ago
Analyst People
Rio Tinto
United States
Build broad experience across employee lifecycle administration, workforce transactions, case management and service improvement in a global environment.
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 2 mins ago
Senior Manager, Marketing Operations, UCANZ
Crunchyroll, LLC
Dallas, TX · Los Angeles, CA
The Senior Manager, Marketing Operations, UCANZ is responsible for turning global and regional marketing priorities into coordinated, localized, production-ready, and successfully delivered…
Added 3 mins ago
Registered Nurse Care Manager, VBC
Somatus, Inc.
New Orleans, LA
The RN Care Manager, VBC focuses on high needs Chronic Kidney Disease (CKD) and End-Stage Kidney Disease (ESKD) populations that face multiple challenges, from accessing resources to…
Added 3 mins ago
Outpatient Registered Nurse - RN
FMS USA Fresenius Mgmt Services Inc
Ashland, KY
…philosophy. Supports the FMCNA commitment to the Quality Enhancement Program (QEP) and CQI Activities, including those related to patient satisfaction and actively participates in process…
Added 3 mins ago
BU
Dialysis Clinical Manager Registered Nurse - RN
BNJ USA Bio-Med Appl of New Jersey Inc
Hamilton, NJ
- $99,000 to $166,000 USD / year
Training and advancement: You will enter our Clinical Leadership Program that creates and supports a culture of continuous learning for our managers. The curriculum will cover onboarding,…
Added 4 mins ago
Driver Delivery Specialist
Gulf Coast Blood
Houston
Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.
Added 4 mins ago
Driver Delivery Specialist
Gulf Coast Blood
Houston
Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.
Added 5 mins ago
Outside Services Supervisor
Evergreen Alliance Golf Limited LP dba Arcis Golf
The Woodlands, TX
- Report any equipment or facility issues to Director of Golf or General Manager.
Added 6 mins ago
Senior EHS Manager - Durham, NC
Military Spouse Jobs & VetJobs
United States
Oversight and management the Environmental, Health and Safety Documentation Program which consists of the Global EHS Management / Technical Standards and EHS Training. Develop and implement…
Added 6 mins ago
GL
Community Health Assistant (Population Health)
Gundersen Lutheran Admin Svcs
La Crosse, WI
- $22.9 USD / hour
Collaborate with the Community Health Improvement Manager on Social Drivers of Health (SDOH) screening and response initiatives, including volunteer programming requirements which may…
Added 6 mins ago
GL
Senior Philanthropy Specialist
Gundersen Lutheran Admin Svcs
Remote, United States
- $65,000 USD / year
…corporate), strategically advancing prospects through moves management and successfully closing high-capacity gifts to support GMF/CMN and Emplify by…
Added 9 mins ago
SJ
Mgr-Trial Monitoring
St. Jude Children's Research Hospital, Inc.
Remote, United States
- $94,640 to $169,520 USD / year
The Manager, Trial Monitoring leads and oversees the clinical trial monitoring program for a diverse portfolio of studies, including complex, multi-site IND and IDE clinical research. This…
Added 9 mins ago
SC
Public Health Nurse - Communicable Disease Surveillance & Response (Health Dept.)
Snohomish County
Everett, WA
- $39.12 to $55.68 USD / hour
Refers, consults and conferences with program manager and team/community members on a regular basis
Added 10 mins ago
Care Promoter 1, Float
Chen Neighborhood Medical Centers of South Florida, LLC
United States
Performs other duties as assigned and modified at manager’s discretion.
Added 10 mins ago
Lead Project Manager, Professional Services
CareFusion Solutions, LLC
United States
Provides team support and product information on BD Dispensing products as assigned by manager.
Added 12 mins ago
Sr. Manager, Strategy
Johnson & Johnson Services Inc. Legal Entity
Raynham, MA · New Brunswick, NJ · West Chester, PA · Palm Beach Gardens, FL · Warsaw, IN
DePuy Synthes is recruiting for a(n) Sr. Manager, Strategy, located in Raynham, MA.
Added 12 mins ago
Asst 7hr, Stdt Nutr
Hillsborough County Public Schools
Tampa, FL
· Maintains accountability of the program, including but not limited to compliance with all federal, state, and local rules and regulations. Accurately records necessary documentation for…
Added 12 mins ago
Asst 7hr, Stdt Nutr
Hillsborough County Public Schools
Tampa, FL
· Maintains accountability of the program, including but not limited to compliance with all federal, state, and local rules and regulations. Accurately records necessary documentation for…

Global Enterprise Services, LLC

Queue Manager/ITSM Operations Analyst

Fort Meade, MD, United States

Apply About employer

Applications open in a new tab.

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.

Apply About employer

Report this job