IT Queue Manager II

AMERICAN SYSTEMS

IT Queue Manager ensuring efficient processing of customer requests and ticket management at AMERICAN SYSTEMS. Supporting IT operations and service level agreements through effective prioritization and communication.

Posted 7/20/2026full-timeManassas • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $58,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in IT support and incident management, with a strong focus on ticket triage, queue management, and customer service. Proficient in utilizing IT ticket management systems to enhance workflow efficiency and resolve customer requests effectively.

Highest-signal resume keywords

IT SupportIncident ManagementTicket Management SystemCompTIA Security + CEQueue Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

IT SupportIncident ManagementQueue ManagementTicket TriageData Transfer ProcessingCustomer Request MonitoringWorkflow AnalysisProblem ResolutionAttention to Detail

Soft Skills

Strong CommunicationOrganization

Tools & Technologies

HelixServiceNowZendesk

Certifications & Qualifications

CompTIA Security + CEActive Secret Clearance

Industry Keywords

Customer SupportIT OperationsTicket AgingEscalation Management

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Support the daily flow of incoming customer requests by reviewing, prioritizing, and routing account and data transfer paperwork
Actively monitor incoming customer requests and ensure account and data transfer paperwork is processed
Own queue prioritization, ticket triage, and escalation
Monitor ticket aging, identify stalled items, and drive resolution
Contact teams assigned to tickets when updates are missing
Provide customer support via email, Teams, or phone
Review queue trends, recurring issues, and workflow gaps

Requirements

What you’ll need

Must be a U.S. Citizen
Active Secret clearance
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or Information Systems Management preferred; equivalent experience may be considered
Current CompTIA Security + CE or other 8570 environment relevant certification
5–8 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, ServiceNow, or Zendesk
Strong communication, organization, and attention to detail

Benefits

Comp & perks

Health insurance
Paid leave
Retirement plans
Insurance programs
Education and training assistance