IT Service Desk Queue Specialist

Job Title:

IT Service Desk Queue Specialist

Job Location:

Hybrid
- Des Moines, Iowa, USA.

** Please note, this role is not able to offer visa transfer or sponsorship now or in the future

We are seeking an experienced IT Service Desk Queue Specialist to manage and govern ITSM ticket queues within a large-scale enterprise Service Desk environment. The ideal candidate will be responsible for ensuring the efficient management of Incident, Service Request, and Task queues, maintaining SLA compliance, driving operational excellence, and serving as a key escalation point for ticket management activities. This role requires strong expertise in Manage Engine Service Desk Plus ITSM, ITIL practices, service desk operations, ticket governance, reporting, and stakeholder communication.

• Monitor, manage, and govern Incident, Service Request, and Task queues within the Service Desk Plus ITSM platform.
• Ensure tickets are appropriately categorized, prioritized, assigned, and routed according to defined support processes and service workflows.
• Proactively monitor queue health, identifying aging tickets, backlog risks, unresolved incidents, and potential SLA breaches.
• Conduct regular queue reviews and drive timely ticket progression through all stages of the incident and request lifecycle.
• Balance workload across Service Desk analysts and support teams to ensure optimal resource utilization.
• Validate ticket quality by ensuring accurate documentation, work notes, resolution details, categorization, and closure codes.
• Ensure compliance with organizational ticket management standards, governance controls, and audit requirements.
• Drive continuous queue optimization initiatives to improve efficiency and reduce resolution times.

• Monitor and track SLA compliance across all service desk queues and service categories.
• Take proactive actions to prevent SLA breaches through queue reviews, escalations, and workload balancing.
• Analyze operational metrics and service trends to identify areas requiring improvement.
• Track and report key performance indicators (KPIs), including:
• First Contact Resolution (FCR)
• Mean Time to Respond (MTTR)
• Mean Time to Resolve
• SLA Compliance
• Ticket Aging
• Backlog Volumes
• Reopened Tickets
• Escalation Rates
• Queue Throughput
• Generate and distribute daily, weekly, and monthly operational reports and dashboards.
• Conduct trend analysis to identify recurring incidents, service disruptions, and process improvement opportunities.
• Support management reviews through detailed reporting and service insights.

• Serve as the primary operational escalation point for ticket queue management issues.
• Coordinate ticket resolution activities across:
• Service Desk Teams
• Infrastructure Support
• Network Operations
• Cybersecurity Teams
• Application Support Groups
• Vendor Management Teams
• Expedite resolution of Priority 1 (P1) and Priority 2 (P2) incidents and business-critical requests.
• Facilitate stakeholder communications during major incidents and service disruptions.
• Ensure escalations follow established ITIL Incident Management and Major Incident Management procedures.
• Participate in bridge calls and incident reviews for high-severity incidents.
• Support Root Cause Analysis (RCA) activities and service restoration efforts.

• Administer queue configurations, assignment groups, business rules, categories, templates, workflows, and notification settings within Service Desk Plus.
• Monitor and optimize ticket routing logic and workflow automation capabilities.
• Support ITSM platform enhancements, process improvements, and automation initiatives.
• Collaborate with ITSM administrators and platform owners to improve:
• SLA Policies
• Queue Structures
• Workflow Automation
• Reporting Frameworks
• Ticket Classification Models
• Leverage Service Desk Plus dashboards and analytics to improve operational visibility and service performance.
• Assist in testing and deployment of new Service Desk Plus enhancements and upgrades.

• Develop operational dashboards and executive reports…